Ideal for Priority Matrix · Business Hours · Escalation Rules · Metrics
P1–P4 priority matrix with response targets, resolution targets, and escalation rules. Copy, configure, and enforce SLAs from day one.
A Service Level Agreement (SLA) policy defines the response and resolution time targets your support team commits to. This template provides a P1-P4 priority matrix with first response time, resolution time, escalation triggers, and business hours configuration — ready to implement in Lodgestory's SLA management system.
First Response: 15 minutes | Resolution: 4 hours | Escalation: Auto-escalate to L2 after 30 minutes, L3 after 2 hours. Examples: System down, data loss, security breach.
First Response: 30 minutes | Resolution: 8 hours | Escalation: Auto-escalate to L2 after 1 hour, L3 after 4 hours. Examples: Major feature broken, payment failures, integration down.
First Response: 2 hours | Resolution: 24 hours | Escalation: Auto-escalate to L2 after 4 hours, L3 after 12 hours. Examples: Minor bug, performance issue, feature request follow-up.
First Response: 8 hours | Resolution: 72 hours | Escalation: Manual escalation only. Examples: General inquiry, documentation feedback, feature suggestion.
Monday–Friday, 9:00 AM – 6:00 PM IST. SLA timer pauses outside business hours for P3 and P4 tickets. P1 and P2 run 24/7.
Monday–Sunday, 24/7. SLA timer runs continuously for all priority levels. Dedicated support channel with named agents.
Trigger: SLA breach or ticket age > 50% of resolution target. Action: Reassign to L2 team, notify team lead via Slack and Email.
Trigger: SLA breach at L2 or customer escalation request. Action: Reassign to L3/Engineering, notify VP of Support, update customer.
First Response SLA: 95% compliance. Resolution SLA: 90% compliance. CSAT Target: 4.5/5 average. Reviewed monthly.
Navigate to Settings > SLA Management in Lodgestory.
Create P1-P4 priority levels with the response and resolution targets from this template.
Set your business hours and holiday calendar. Choose which priorities pause outside hours.
Configure automatic escalation triggers and notification rules for each priority level.
Turn on SLA tracking for all teams. Monitor compliance in the Analytics dashboard.
Included in every Lodgestory plan. Copy, customise and send in minutes.
What teams ask before they use this template.
Lodgestory automatically tracks first response time and resolution time for every conversation. SLA timers respect business hours, priority levels, and pause conditions.
Yes. Each team or inbox can have its own SLA policy with different response and resolution targets.
Lodgestory sends breach notifications via Email, Slack, or in-app alert. You can configure automatic escalation to reassign the ticket to a senior agent or manager.
You configure this per priority level. Typically, P1 and P2 run 24/7, while P3 and P4 pause outside business hours.
Yes. Lodgestory's Analytics dashboard shows SLA compliance rates, average response times, and breach trends by team, agent, and priority.