Operations & Client ExperienceProduct guide
SLA Operations
See how SupportMesh measures support responsiveness today and where to look when tickets are active, at risk, paused, or breached.
Product example
SLA Operations interface
A focused, non-interactive representation of the current SupportMesh interface.
Business-hour SLA tracking
SupportMesh tracks ticket SLA state against business-hour policies rather than a simple wall-clock countdown. The UI exposes current SLA state and the SLA Operations queue for active work.
Current semantics
- First-response and resolution timing are tracked separately.
- Waiting for Client can pause SLA handling.
- Warning and breach moments are recorded historically.
- Holiday calendars are not currently available and are not included in SLA calculations.