SLA policies

An SLA policy sets how fast a ticket must be answered and resolved. Lira attaches one to every ticket at routing time, tracks the clock, and flags the ticket as at risk before it breaches rather than after.

What a policy contains

Field	Meaning
name	Human label shown in the dashboard.
priority	Which ticket priority this policy applies to — urgent, high, medium, low.
customer_tier	Optional. Scope the policy to one customer tier.
category	Optional. Scope the policy to one ticket category.
queue_id	Optional. Scope the policy to one queue.
business_hours_mode	24_7 or business_hours.
first_response_minutes	Deadline for the first human reply.
next_response_minutes	Deadline for each subsequent reply once the customer responds.
resolution_minutes	Deadline for the ticket to reach a resolved state.
escalation_ack_minutes	Deadline to acknowledge an escalated ticket.
pending_pauses_sla	Whether the clock pauses while the ticket is pending on the customer.
on_hold_pauses_sla	Whether the clock pauses while the ticket is on_hold.

Defaults

Every organization gets four policies on first use, one per priority. You can edit them or add narrower ones.

Policy	First response	Next response	Resolution	Escalation ack
Urgent default	15 min	30 min	4 h	5 min
High default	1 h	2 h	8 h	15 min
Medium default	4 h	8 h	24 h	1 h
Low default	24 h	24 h	—	—

How a policy is chosen

At routing time Lira picks the most specific policy that matches the ticket. A policy scoped to a queue, tier or category wins over a bare priority default. If nothing narrower matches, the priority default applies.

At risk vs breached

Each ticket carries first-response, next-response and resolution deadlines. A background worker moves the ticket through:

• ok — inside the deadline
• at_risk — approaching the deadline, with a pre-breach notification to the assignee and team
• breached — past the deadline

Because the pre-breach notification fires before the deadline, an SLA miss is something your team gets warned about, not something they discover in a report.

Pausing the clock

If pending_pauses_sla is on, the clock stops while you are waiting on the customer and resumes when they reply — so a customer taking three days to send a screenshot does not breach your SLA. on_hold_pauses_sla behaves the same way for tickets parked on hold.

Where to configure

Support → SLA policies in the dashboard. Simpler setups can instead set a single response-time target under Settings → Support → Escalation, which flags an escalated ticket as overdue after the chosen number of hours.

Related

• Routing and assignment
• Tickets
• Analytics — SLA compliance and first-response times