Create any number of SLA policies that dictate how you should respond to cases under various scenarios of urgency. Create separate SLA policies for customers and internal teams.

Specify acceptable response and resolution times for each SLA, based on whether the case is deemed to be low, medium, high, or urgent priority.

Specify the business hours that your support team is available to serve your customers (in specific time zones). Configure SLA policies for both business hours or calendar hours.

Configure automated email alerts to keep you in the know of approaching SLA targets. You can specify the threshold in minutes, hours, or days as well as add specific templates

Highly customizable escalation rules and alerts ensure that violated SLAs become the support team's priority, ensuring customer confidence in your organization.

Use workflows to set up certain actions to take place automatically based on the SLA status of a case. SLA timer runs in sync with case status.