SLA Timer

An SLA timer is a countdown to the expected resolution time and/or date of a support ticket.

The duration of an SLA timer is dependent on the type of ticket submitted, its assigned priority, and is outlined by our Service Level Agreements.

SLA timers are paused when we are awaiting more information from the submitter, or if the ticket state is 'Pending'.

More info: Learn more about our SLAs for each ticket type here.

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