SLA policies
Targets that tick.Not ones in a doc.
Set first-response and resolution times per priority. Every conversation shows its countdown, and a missed target reaches the right person within a minute.
Policies
One policy per priority
Urgent can mean fifteen minutes; low can mean two days. Pick the times, and see what they mean for a conversation opened this morning.
| Priority | First response | Resolution | On |
|---|---|---|---|
| Urgent | |||
| High | |||
| Normal | |||
| Low |
A normal conversation, opened Monday 09:00
- Openedtoday 09:00The clock starts when the conversation is created.
- First reply duetoday 13:004 hours after it opened. Met the moment a teammate replies.
- Resolved byTue 09:0024 hours after it opened. Met when it's closed.
In the inbox
Hard to miss, easy to act on
The target lives on the conversation itself, not in a report you read next week.
A countdown on every conversation
Green while there’s time, amber in the last quarter, red once it’s overdue.
A red badge in the list
Breached conversations are marked right in the queue, so they don’t hide in a long list.
LLena Hoffmann#1283
Customer: Our March invoice has last year’s VAT…
HighSLA2h ago
A heads-up to the owner
In the app and by email, following each person’s notification settings.
SLA warning
First response for Lena Hoffmann is overdue (High · 1 hour).
just now
How it’s checked
Enforced, not reported
Targets are only useful if something happens when they pass. Here’s exactly what does.
Route urgent work automatically with triggers
- Checked every minute
- On the server, whether or not anyone has the inbox open.
- Two targets, in order
- First response until a teammate replies, then resolution until the conversation is closed.
- One alert per breach
- Each target raises one notification, not one a minute.
- To the right person
- The assignee, or the whole team when nobody is assigned yet.
- Respects quiet hours
- Alerts follow each teammate's notification settings, in the app and by email.
- Fair to the AI
- A new conversation the AI agent is still handling doesn't count as a missed first response.
SLA questions
Not today. Targets run on calendar time from the moment a conversation is created, so set them with your coverage in mind.
Still curious? Email hello@kuvra.dev