Description

The SLA add-on adds deadline policies to SupportCandy tickets, automatically calculating the response and resolution time limit based on rules configurable by situation type, contract, or ticket category. Aimed at those who run support under service-level agreements, it triggers email notifications on the “Out of SLA” event when the deadline is missed and keeps the counter visible inside the ticket itself.

Main SLA Features

  • Automatic deadline calculation
    Calculates and displays SLA time by applying pre-configured policies to each ticket.
  • Multiple configurable policies
    The administrator sets up distinct policies for different situation types or customers.
  • Dynamic rule application
    The system checks all policies and applies the one closest to the ticket context among the compatible ones.
  • Out of SLA notifications
    Sends emails to defined recipients when the configured deadline is exceeded.
  • Deadline indicator on the ticket
    Displays the remaining or overdue time directly on the ticket management screen.

Benefits of SLA

  • Contract compliance
    Helps honor service-level agreements made with customers and external contractors.
  • Real-time deadline visibility
    The team quickly sees which tickets are close to exceeding the agreed limit.
  • Proactive response to breaches
    Automatic notifications prevent missed deadlines from going unnoticed by support agents.
  • Queue prioritization
    Agents organize their daily work by the remaining time of each open ticket.

Who Is SLA Intended For?

  • Those who run B2B helpdesk operations with service-level agreements set in hours or business days.
  • Internal IT teams that need to measure response and resolution time by ticket category.
  • Managed service providers that report SLA performance to customers in periodic reports.
  • Aimed at those who serve multiple accounts with different deadlines and need separate policies per customer.

How to Download SLA

SLA is available for download here at Ultrapack. After downloading the .zip file, install it via Plugins > Add New > Upload Plugin, select the file, and activate it with SupportCandy already installed and running. Policy options and the Out of SLA event will then appear inside the base plugin dashboard.

In support environments driven by contractual metrics, deadline control stops being a parallel spreadsheet and starts living inside the ticket itself. You set up policies once, let the engine match a rule to each new ticket, and use the breach event to alert the team before the customer has to ask. The gain is operational predictability without manual rework.

Frequently asked questions

Is SupportCandy SLA GPL-licensed?

Yes. SupportCandy 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 SupportCandy SLA on multiple sites?

Yes. You can install SupportCandy SLA on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does SupportCandy SLA cost at Ultrapack?

SupportCandy 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 SupportCandy SLA include updates?

Yes. The current version of SupportCandy SLA is 3.2.3, published at Ultrapack on Sep 29, 2026. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is SupportCandy SLA scanned before publication?

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