How are SLAs calculated?

Last updated: June 23, 2026

Response SLAs

First response time and next reply time.

  1. Response SLAs tick during your business hours (you can set your business hours under Settings > Support Hours)

  2. Response SLAs tick when your customer was the last to respond AND the issue is in a New or On You status. They are paused in other statuses.

Follow-up SLAs

Follow-up time

  1. Follow-up SLAs tick during your business hours (you can set your business hours under Settings > Support Hours)

  2. Follow-up SLAs tick when your team was the last to respond AND the issue is in a New, On You, or On Customer status. They are paused in other statuses.

  3. Follow-up time is anchored to your team’s last customer-facing reply. The SLA clock starts when your team sends a reply and stops when your team sends the next customer-facing reply. Internal notes do not count.

  4. Unlike next reply time, follow-up time is proactive: it measures how long it takes your team to send another update after your team was last to respond, rather than how long it takes to respond after a customer message.

Resolution SLAs

Resolution time

  1. Resolution SLAs tick during your business hours (you can set your business hours under Settings > Support Hours)

  2. Resolution SLAs tick when the issue is in a New, On You, or On Customer status. They are paused in other statuses.

  3. When an issue is closed, Time to Resolution is measured through the latest qualifying customer-facing reply from your team, not the exact timestamp when the issue status changes to Closed. This means time spent waiting after your team’s final reply before closing the issue does not increase Time to Resolution.

  4. By default, time spent in an On Customer status before the final team reply can still count toward resolution time. Resolution SLAs only pause in statuses outside New, On You, and On Customer, unless you have customized which statuses count for resolution SLA calculations.