Description

The Service Level Agreements (SLA) addon calculates response deadlines automatically for Awesome Support tickets, setting the expiration date according to contractual rules per client, priority, status, and source channel. Designed for support teams that must meet formal SLAs, it triggers unlimited email alerts to responsible parties as a ticket approaches its due date and respects holiday calendars, business days, and the operation cut-off time.

Key Features

  • Automatic expiration calculation: sets the deadline for each ticket based on contractual obligations registered for the client.
  • Unlimited email alerts: sends notifications to various responsible parties as the ticket’s deadline approaches.
  • Holidays and business day calendar: excludes holidays and configures the company’s work week in deadline calculations.
  • Cut-off time: allows configuring the maximum time for a ticket to be treated as received on the same day.
  • Overrides by priority, status and channel: adjusts expiration according to ticket priority, current status, or arrival channel (email, form, etc.).

Benefits of Service Level Agreements (SLA)

  • Contractual compliance: keeps service within the deadlines agreed with each client or company.
  • Queue visibility: quickly filters tickets that expire today or tomorrow in the standard ticket list.
  • Customer differentiation: applies different deadlines for individual clients or company profiles, reflecting varied contracts.
  • Proactive response: notifies the team before expiration, reducing delays and SLA breaches.

Who is it for?

  • B2B support teams that operate with contractual SLAs per client.
  • Software companies, agencies and service providers that need to measure response time.
  • Help desk operations with various priority levels, channels, and service calendars.

Recommended for professional support teams that use Awesome Support and need to control contractual deadlines with their own calendar, automatic alerts, and flexible rules per client.

Frequently asked questions

Is Awesome Support Service Level Agreements (SLA) GPL-licensed?

Yes. Awesome Support Service Level Agreements (SLA) is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use Awesome Support Service Level Agreements (SLA) on multiple sites?

Yes. You can use Awesome Support Service Level Agreements (SLA) on multiple sites. The number of sites connected to Ultrapack Auto Updater is limited by your plan.

How much does Awesome Support Service Level Agreements (SLA) cost at Ultrapack?

Awesome Support Service Level Agreements (SLA) costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does Awesome Support Service Level Agreements (SLA) include updates?

Yes. The current version of Awesome Support Service Level Agreements (SLA) is 1.1.2, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Service Level Agreements (SLA) scanned before publication?

Yes. Every version of Awesome Support Service Level Agreements (SLA) goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.