SLAs

​

🔍 What’s an SLA policy?

Service Level Agreements (SLAs) in Thena help you define and track response expectations, ensuring your team delivers timely, consistent support. An SLA policy in Thena includes:

• Conditions to define when it applies
• Target metrics for performance tracking
• Advanced options to pause timers when needed

You can create multiple SLA policies tailored to ticket type, priority, or source.

​

⚙️ Conditions

Conditions define when an SLA policy should be applied. You can build rules based on any event or field in Thena, giving you complete flexibility.

Common options include:

• Priority
• Sentiment
• Status
• Account
• Custom field

Use match all or match any logic to fine-tune when a policy is triggered.

Whether it’s based on form input, ticket source, priority, or sentiment—conditions can be as broad or specific as your workflows require.

​

🎯 Target metrics

Choose which response times matter and set time-based goals for each:

You can define targets in minutes, hours, or days.

​

🧠 Advanced options

Use pause conditions to temporarily stop the SLA timer. Great for situations like:

• Waiting on customer response
• Internal review
• Blockers outside your team’s control

Conditions can be layered using ALL/ANY logic for flexibility.

​

🔔 Live SLA tracking

Once applied, SLAs show up directly on tickets—both in notifications and ticket details:

• ✅ SLA met (e.g., Achieved in 14m)
• 🟨 SLA due soon (e.g., Due in 16m)
• 🔴 SLA breached (e.g., Overdue by 9m)

Your team always knows where things stand—and can take action before it’s too late.