Configuring SLA policies is available in the menu Settings - Manage SLA Policies.

Swarmica offers flexible configuration of SLA policies with 3 different counters for resolution time and response time.

Resolution Time

1. Full Resolution Time - calendar time from the moment the ticket is created until a solution is provided.
2. Resolution Time Excluding Customer Wait - shows how much time passed from the creation of the request until its resolution, excluding the time the request spent in the customer wait status.
3. Resolution Time in Support - shows the time from the creation of the request until resolution, excluding the time the request spent in the customer wait or hold status. Usually used to exclude the Pending time, for example, when waiting for a bug fix from development.

Response Time

1. First Response Time - from ticket creation to the first response from support.
2. Support Response Time - shows how much time passed from receiving correspondence from the customer until the support response, minus the time spent in the Resolution Provided status.
3. Time Between Responses - shows how much time passes between support responses received by the customer, minus the time spent in the Resolution Provided status. The metric also includes the time of the first response to a new request.

All these counters can have different goals depending on the priority of the ticket, and also take into account the work schedule of your entire team, a specific group, or a specific customer, depending on their location in a particular time zone, their working hours, local holidays, and weekends.

Creating an SLA Policy

1. Go to Settings - Manage SLA Policies - click Create a new one, enter a name, description, and mark whether to use this policy by default.
2. Fill in only those counters you want to track in the format DD HH:MM:SS` for the required priorities. Unfilled counters will not be displayed in the ticket and will not be counted in the scorecard.
3. By default, SLA counters are calculated 24/7. Check the boxes for those priorities for which you want to calculate SLA only during working hours. The default schedule will be taken into account.
4. Click Save.

Assigning an SLA Policy

An SLA policy can be assigned to various entities.

When a ticket is opened, the SLA policy is assigned as follows:

1. If there is a license key and an SLA policy on it, then that policy is assigned.
2. Otherwise, if there is an SLA policy on the company that opened the ticket, then that policy is assigned.
3. Otherwise, if there is a default SLA policy, then that policy is assigned.

Further, when the counters are counted, the ticket priority and SLA settings for it are checked.

If you need to calculate SLA only during working hours (for example, for the Standard policy, we don't want to calculate 24/7, but only Mon-Fri from 8 to 17. Then a ticket opened on Friday at 16:59 and answered somewhere on Saturday will have FRT = 1 minute), then check the box Working Hours Only.

Assignment to a Company

1. Go to Customers - Companies - Company Name.
2. Select the SLA policy in the SLA Package field.

Assignment to a Key

1. Go to Customers - License Keys - Key.
2. Select the SLA policy in the SLA Package field.
3. Set the SLA Expiration Date.

Schedule Calculation Algorithm

• First, it checks if the user who created the ticket has a schedule (for example, there is a very important client Ivan Ivanovich in Magadan, and he asks for SLA strictly according to Magadan time) - if so, that schedule is used.
• If not, then it checks the company - for example, in the contract with company X, it is stated that SLA is calculated only according to Moscow time from 10 to 19 Mon-Fri.
• If not, then it checks the group schedule to which the ticket was assigned (since agents are in the group, this is the support team's schedule).
• If not, then it checks the 'default' schedule.

And then the non-working time according to the selected schedule is 'cut out'.