SLA management in NeetoDesk lets you set response and resolution targets for tickets and track them automatically. You create SLA policies from the Admin Panel, configure first response and resolution times for each ticket priority, and add reminder and escalation emails for when a deadline is near or has been missed.
SLA timers follow your default or custom business hours. For example, a one-day resolution target with an eight-hour workday gives a ticket 24 business hours, roughly three working days. Teams with contractual commitments use SLA reminders to act before a breach, and escalations to alert leads when one happens. Each escalation email is recorded in the ticket's activity log.