SupportCandy Service Level Agreements SLA GPL v3.1.1

The SupportCandy Service Level Agreements (SLA) GPL add-on is a powerful tool designed to enhance customer support efficiency by setting and managing response and resolution time commitments. Here’s an overview of its key aspects:

Key Features

1. SLA Management:
   • Define SLA policies to ensure timely responses and resolutions for customer tickets.
   • Customize SLA times based on ticket priorities, such as high-priority tickets requiring a response within 4 hours.
2. Automation:
   • Automatically calculate and display SLA times on tickets.
   • Ensure transparency and accountability by tracking SLA adherence.
3. Flexibility:
   • Apply different SLA policies to different ticket types or situations.
   • Adjust policies to reflect varying customer expectations or business needs.
4. Customer Assurance:
   • Promises time-based deadlines for responses and resolutions, building trust with customers.
   • Helps improve overall customer satisfaction by ensuring timely support.
5. Integration with SupportCandy:
   • Seamlessly integrates with the SupportCandy plugin for a streamlined customer support experience.

Pricing and Guarantee

• Straightforward Pricing: Competitive pricing options tailored to meet diverse business needs.
• Risk-Free Trial: A 14-day money-back guarantee ensures satisfaction before committing.

Use Case Example

• A company may set up an SLA policy to respond to low-priority tickets within 24 hours and resolve them within 3 business days, while critical issues might require a response within 1 hour and resolution within 4 hours.

This add-on is ideal for businesses looking to deliver consistent, high-quality customer support while maintaining accountability through clear, automated SLA policies.