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Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsAs per Zendesk:
A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service. It also provides greater visibility when problems arise.
Keep in mind only 1 SLA policy can be in place for a ticket. As such, it will use the top most SLA based on the list of our SLAs (see below).
NOTE: What appears here is all titled SLA, but many of these are internal SLOs instead. They are titled SLA because that is what Zendesk calls the setting.
This requires an exact process, which is detailed via the SLA Change Process workflow
Tags
contains at least one of starter basic premium ultimate prospect
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 30m | 4h | 8h | 12h |
Next reply time | 4h | 4h | 8h | 12h |
Hours of operation | Business hours | Business hours | Business hours | Business hours |
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 30m | 30m | 30m | 30m |
Next reply time | 4h | 4h | 4h | 4h |
Hours of operation | Calendar hours | Calendar hours | Calendar hours | Calendar hours |
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 24h | 24h | 24h | 24h |
Next reply time | 24h | 24h | 24h | 24h |
Hours of operation | Business hours | Business hours | Business hours | Business hours |
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 8h | 8h | 8h | 8h |
Next reply time | 24h | 24h | 24h | 24h |
Hours of operation | Business hours | Business hours | Business hours | Business hours |
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 24h | 24h | 24h | 24h |
Next reply time | 24h | 24h | 24h | 24h |
Hours of operation | Business hours | Business hours | Business hours | Business hours |
Tags
contains at least one of missing_sla_tag
Target | Urgent | High | Normal | Low |
---|---|---|---|---|
First reply time | 24h | 24h | 24h | 24h |
Next reply time | 24h | 24h | 24h | 24h |
Hours of operation | Business hours | Business hours | Business hours | Business hours |