Halo's SLA management tracks response and resolution targets in real time — pausing the clock when tickets are waiting on customers, escalating automatically before a breach, and giving your team clear visibility of every commitment across every ticket.
Every SLA in Halo tracks two metrics: an initial response time and a resolution time. Both are visible on every ticket, colour-coded by urgency, and ticking down only during the hours that count. If you only need to track resolution, the response target can be disabled entirely.
Response target: how quickly your team must acknowledge a ticket after it's logged — cleared when an agent sends an email or performs a designated response action.
Resolution target: the window in which the ticket must be resolved — paused automatically while waiting on the customer, resumed the moment they reply.
Colour-coded indicators show at-risk and breaching tickets at a glance across the queue — no hunting through lists to find what needs attention now.
Halo lets you define multiple SLAs, each with its own priority tiers. Every priority carries its own response and resolution targets — and can override your standard business hours, so critical tickets track around the clock while lower-priority work respects your working day.
Business hours configuration defines exactly when your SLA timer ticks — if a ticket arrives at 7pm, the clock starts at 9am the next morning.
Public holidays are configured once and honoured automatically — the SLA timer pauses on non-working days without any manual intervention.
Each priority tier gets a colour, a target window, and an optional 24/7 override — so your most critical tickets are always tracked to the right standard.
Built in and ready from day one — no separate module, no extra licence.
Track both response and resolution targets independently on every ticket. Timers tick in real time, colour-code by urgency, and alert your team before a threshold is crossed.
Define as many priority levels as your operation requires. Each tier carries its own response and resolution targets, a colour code, and an optional 24/7 business hours override.
Configure the exact hours your SLA timer should run, vary them by day, and record public holidays. The timer only ticks when your team is actually working.
Ticket statuses control the SLA timer. Set any status — such as "With Customer" — to pause the clock. When the customer replies, the status updates and the timer resumes automatically.
When a ticket is on hold awaiting a customer response, Halo automatically sends reminder emails at a configured frequency. If no response arrives within a set period, the ticket closes — keeping your queue clean.
Assign different SLAs to different customers or departments at the site level. Premium customers get tighter targets; standard tickets follow your default — managed automatically without per-ticket configuration.
Priority tiers, business hours, hold and resume logic, breach alerts, and automatic hold reminders are all included in Halo's single monthly licence — no per-module fees, no hidden costs.
Every SLA ticks in real time. Agents see exactly how much time remains, and breach alerts fire automatically before the clock hits zero.
The timer pauses when your team is waiting on the customer and resumes the moment they respond — no manual intervention, no skewed metrics.
SLAs are assigned to ticket types and sites — every new ticket inherits the right SLA and priority automatically, with no per-ticket configuration needed.
SLA management in Halo — answered directly.
Also in Halo ITSM
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