SLA policies and reporting for support operations
Response targets need an agreed schedule and a way to review what happened. MASAR brings business hours, SLA policy configuration, and reporting into the support workspace so managers can work from the same ticket activity as their agents.
Define the schedule before setting targets
Review the relevant business-hours schedule and its timezone before configuring a policy. Working periods determine how business-time targets should be interpreted; confirm the schedule against the team’s actual coverage.
Configure policy targets deliberately
Authorized managers can maintain SLA policies and priority-based response and resolution targets. Review the policy’s status and its intended use before relying on it operationally. Each ticket’s recorded SLA settings and lifecycle determine its effective targets.
Review the team and the work together
Use ticket reporting to understand queue activity, team reports to review assigned and active workload, and SLA reports to inspect response and resolution performance. Apply the available filters so comparisons describe the same period and scope.
Example: review response performance during working hours
A manager verifies the team’s coverage schedule, reviews the active policy, and examines SLA reporting for the relevant period. The team can then open individual tickets to understand delays in context instead of treating a summary metric as the entire explanation.
Before you start
SLA configuration and SLA reporting are available on Growth and Business in the current catalog. Starter does not include SLA tools. General ticket reporting and assigned/active agent workload are available across plans; check the live pricing page for current entitlements.
Read the setup guide