01Two times that matter
- First response time: how quickly a human replies.
- Resolution time: how quickly the issue is fixed.
02Example SLA by priority
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 1 business day |
| Normal | 1 business day | 3 business days |
| Low | 2 business days | 7 business days |
Adjust to your team size and business hours.
03Measuring SLA compliance
SLA compliance is the percentage of tickets answered and resolved within target. Review breaches weekly and look for patterns: a product issue, a staffing gap or a missing help article.
04Setting it up
SuperForge's Service Forge sets due times from each ticket's priority, shows a countdown and flags overdue tickets. See the helpdesk.
05Questions
What is a good first response time?
Many small businesses aim for under 4 business hours; urgent issues faster.
Try SuperForge free.
CRM, helpdesk, GST invoices and social scheduling in one place. Up to 5 users, no card. See SLA timers in SuperForge.