SLA

SLA (Service Level Agreement) is an agreed, measurable deadline within which a ticket must be handled.

In complaint handling, an SLA usually defines the maximum time to first response and to resolving a case — for example the statutory 14 days to reply to a consumer complaint. Meeting SLAs protects you from missing legal deadlines and makes the experience predictable for the customer.

What matters is not only setting an SLA, but monitoring it: the system should count time from the moment a ticket is opened and warn you before the deadline passes.

In Reklamator, SLA deadlines are calculated automatically for every ticket, and an approaching breach can trigger a reminder or an escalation. Tickets nearing their deadline or overdue are additionally color-coded by the system.