Subject: Fwd: SLA timings
From: Pritish Nandi <[email-masked]>
To: Emilian <[email-masked]>
Date: Mon, 25 Oct 2021 02:15:39 -0700 (MST)

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Friday, January 8, 2021 4:26:37 PM 
Subject: SLA timings 

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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