SLA Management Guide
SLAs aren't just corporate metrics—they're opportunities to earn bonus XP and prove you're a support legend.
How SLAs Work in cStar
Every ticket has two SLA targets:
- First Response Time - How quickly you send the first reply
- Resolution Time - How long until the ticket is closed
Your admin sets these targets in Settings > SLA Rules. Defaults vary by priority:
- Critical: 1h response, 4h resolution
- High: 4h response, 24h resolution
- Medium: 8h response, 48h resolution
- Low: 24h response, 72h resolution
SLA Performance Tiers
Beat your targets, get rewarded:
| Tier | Achievement | XP Multiplier | How |
|---|---|---|---|
| 🥇 Gold | Beat by 50%+ | 2x damage to bosses | Respond in half the time |
| 🥈 Silver | Beat by 25%+ | 1.5x damage | Solid performance |
| 🥉 Bronze | Meet target | Standard | Just made it |
| ❌ Missed | Exceeded target | 0.5x damage | Room for improvement |
Gold SLA tickets during boss battles? That's your critical hit.
SLA Indicators
The color-coded badges on tickets:
- 🟢 Green - Plenty of time. Work at normal pace.
- 🟡 Yellow - Getting close. Prioritize this soon.
- 🔴 Red - Danger zone. Handle this NOW.
Pause the Clock
When you're waiting on the customer:
- Set ticket to Pending status
- SLA timer pauses automatically
- Resumes when they reply
This prevents unfair SLA breaches when the ball is in their court.
Business Hours
SLA timers only count during your team's business hours (configurable in Settings). That after-hours email won't start ticking until morning.
SLA Strategy
Prioritize reds - Obvious, but worth saying. Red tickets need you now.
Use Quick Replies - Speed matters. Have canned responses ready for common questions.
Set expectations - If you can't resolve immediately, tell the customer. They'll appreciate the transparency more than silence.
Check the dashboard - The SLA Overview shows your team's performance trends. Spot patterns before they become problems.
The XP Connection
Consistent SLA performance unlocks achievements:
- SLA Champion - 100 Gold SLA tickets
- Time Lord - Average resolution under 10 minutes for 100 tickets (yes, it's a Doctor Who reference)
- Always On Time - No SLA breaches for 30 days
Your efficiency rating (DEX stat) factors in SLA performance too. Fast + quality = leveling up faster.
Don't Overthink It
SLAs exist to help you prioritize, not stress you out. Focus on the reds, keep the yellows from turning red, and let the greens wait their turn.
The math is on your side—good SLA performance compounds into better XP, better stats, and bragging rights on the leaderboard.