Glossary
SLA
SLA is the response target you set with business hours. Xupport shows due versus breached on the ticket and as a daily heat map.
Last updated 2026-10-09.
In Xupport
A service level agreement in this product is the response target you configure, using business hours. Tickets show due versus breached. Metrics show heat for every day in the window, plus a weekday roll-up.
After-hours bot mode uses those same hours. SLA is not a legal contract generator.
Related
Questions
Common questions
- Does Xupport track SLAs?
- Yes. You set a response target with business hours. Tickets show due versus breached, and metrics shows a daily heat map.
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