Set custom SLA Rules

Create globally or for a single customer, pipeline or ticket source (for instance, create a rule just for emailed tickets, or a rule only for your VIP customers)

Create configurable alerts

Decide when you want to be alerted (a warning before you breach, or perhaps a notification after), how soon (20 mins before or 24 hours?), who should be notified + how (email the team or send an SMS to the account director!)

Reports to track your progress

Check your progress with reports, showing your 95th percentile SLA response time and how you did against each rule per day. Generate PDF reports to send to your team or use in review meetings.

Customise your Business Hours

Set your time zone and when you start and finish each day - every timer in Super SLA is either in Business or Calendar hours.

Automatic Holidays

Choose your country and region and Super SLA will automatically pull in the latest holiday calendar and exclude them from your business hours.