Understanding SLAs Based on Ticket Priority

Understanding SLAs Based on Ticket Priority

Service Level Agreements (SLAs) in Code Ninjas Support define how quickly support teams should respond to and resolve customer issues. The SLA depends on the ticket priority level, which determines Response Time as well as the Resolution Time.

1. Key Terms to Understand

  1. Response Time – The maximum time within which a support agent must send the first reply to a ticket after it is raised.
  2. Resolution Time – The maximum time within which the issue should be fully resolved.
  3. SLA (Service Level Agreement) – A predefined commitment by the support team on response and resolution timelines based on ticket priority.
  4. Ticket Priority – Categorizes tickets based on urgency and impact. Common priority levels include:
    • P3- Low (Non-urgent queries)
    • P2- Medium (General issues affecting business operations)
    • P1- High (Issues affecting multiple users or critical operations)
    • P0- Urgent/Critical (Major outages, system issues or business-impacting issues)

    2. SLA Guidelines for Ticket Priorities

    Priority
    P-Type
    First Response Time
    Resolution Time
    Example Issues
    Low
    P3
    		Within 4 hours
    7 to 10 days
    Badges, General Education Team Question or Request, Exception Request
    Medium
    P2
    Within 2 hours
    5 to 7 days
    Minecraft Licenses, Tech Issues: Employee Dojo/Public Website/Student Dojo, Changing Studio to a Center, CodeSpark Accounts, Moving Locations (Retaining Ownership), Office 365 & Employee Dojo Access/Account Issues, Purchasing Another Area, CREATE: IMPACT, CREATE: GDP, CREATE: Unity, JR, Camps, Contractor, Architect or Broker Approval, Lease Submission, Site Approval, Design/Layout Approval and other Document Uploads
    High
    P1
    Within 1 hour
    2 to 5 days
    Employee Dojo, Tech Issues: Employee Dojo/Public Website/Student Dojo, Contacting my Franchisee Business Consultant, MyStudio Issues, Office 365 & Employee Dojo Access/Account Issues, Canva Account Set-up, Creative Design Requests/Approval, Marketing Partners, Social Media Account Set-up & Administration, Social Media Strategy & Marketing-related Questions, Website: Creative, Local Program Approval Request, CREATE: IMPACT, Business Entity Changes, Centers Closing, Center Sale, Center Closures, Center Onboarding
    Urgent
    P0
    Within 30 mins
    0 to 2 days
    Update Ninja username for IMPACT, Update Parent contact for IMPACT emails, Ninja Transfers, Office 365 & Employee Dojo Access/Account Issues 

    NotesNote: These times may vary depending on your organization’s SLA policy.


    3. How SLAs Work 

    • When a ticket is created, Zoho Desk automatically assigns an SLA based on priority.
    • If the Response Time or Resolution Time is not met, the ticket is marked as a breach and can be escalated.
    • Agents and managers receive reminders and alerts before an SLA breach occurs.


    4. What Happens If an SLA is Breached?

    • The ticket will be escalated to a higher authority.
    • SLA breaches will be tracked in reports to measure support team performance.

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