Need changes in SLA

  • 8 February 2022
  • 1 reply



Customer would like to reduce the first response time to less than 15 minutes as there's an internal policy where an issue has to be addressed or the ticket to be tagged to a respective Customer Support Agent by helpdesk agent within 5 mins of the ticket having got generated.


It would be more helpful to us if you could provide us the solution with regards to the change of minimum first response time in the SLA.

1 reply

Userlevel 5
Badge +12

Hello @Vignesh Raj, I hope you are doing well. I understand where you are coming from and indeed having an option to reduce the First response SLA less than 15 minutes seems valid in your usecase. 


I quickly had a word with our product team and as of now, I am afraid we would not be able to modify the minimum First Response SLA. However, we do have this in our pipeline and we’ll share updates on this front as and when we have them. 


Thank you!