Subject: SLA timings
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Fri, 8 Jan 2021 10:56:37 +0000

Hi Pritish,

The below SLA timings are now applied to all groups in Zendesk. Please flag any tickets that may not be following these timings.

Urgent

High

Normal

Low

First reply time
1 h
2 h
3 h
4 h
Next reply time
9 h
18 h
27 h
36 h
Periodic update
1 h
18 h
27 h
36 h

Hours of operation: Business hours

First reply time is the time between ticket creation and the first public comment from an agent, displayed in minutes.

Next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes.

Periodic update time is the time between each public comment from agents, displayed in minutes. The SLA is still active on Pending. If a user reopens a ticket, the periodic update time will not start until an agent makes another comment.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

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