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SLA tracking

SLAs that respect business hours

Thorpe puts a first-response clock and a resolution clock on every customer request in your shared Slack channels. The clocks count your working hours, pause when the customer has the next move, and warn your team before a target slips.

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One request's resolution clock pauses overnight, on a holiday, over the weekend and while waiting on the customer

Why SLAs are hard in Slack

A customer asks a question in your shared channel at 17:30 on a Friday. In Slack it is one more unread message. Nobody can see when it is due, who should answer, or whether it has already passed what you promised that customer. Thorpe leaves the conversation where it is and keeps the clock beside it.

Targets for each account tier

An SLA policy holds two targets: a first response in minutes, and a resolution in business hours. Every workspace starts with a Default policy. You can add a policy for each account tier, Enterprise, Growth or Standard, so the customers you promised faster answers get them.

When a request opens, Thorpe uses the channel's Policy override if it has one, then the policy for the account's tier, and otherwise the Default policy. The override is for the one customer whose contract says something different. A request keeps the policy it opened with. Each account page in the web app shows the policy in force.

SLA policies for each tier, and a channel's Policy override, which the account page then shows as the policy in force

Clocks that count business hours

Each policy has business days, an opening and a closing time, and a time zone. Both clocks count only those hours, so nights and weekends don't count against you. With hours of 9:00 to 18:00 on weekdays, a one-hour first-response target on a question asked at 17:30 on a Friday is due at 9:30 on Monday.

You are measured on the time your team had the next move.

Holidays
Single dates, or the public holidays for the US, the UK, India, Germany, Australia or Canada. The clocks stay still on those days. Holidays apply to due times set after you save, so requests already running keep theirs
First response
Stops at your team's first reply in the thread
Resolution
Pauses while a request is Waiting on customer or Snoozed, and while a customer channel is disconnected, then resumes with the time it had left

Alerts before a target slips

Thorpe warns at 75% of a target and again at 100%. The alert goes to your triage channel, as First reply due soon, First reply overdue, Resolution due soon or Resolution overdue, and the request's owner gets a DM as well. Each alert is sent once per request, so a busy day doesn't turn into a stream of pings.

If the request has no owner, the triage channel hears about it. If the owner is away or outside their working hours at 75%, the alert says so, and someone else can step in before the target is missed.

A First reply due soon alert in the triage channel and the owner's DM, then an overdue alert for a request with no owner

How it works

  1. Step 1

    Map each customer channel to an account in Settings > Channels, and give the account a tier in Accounts. The optional HubSpot integration can set the tier for you.

  2. Step 2

    In Settings > SLA policies, adjust the Default policy, and choose Add policy for each tier you want to treat differently.

  3. Step 3

    Under Business hours, set the days, Opens, Closes, Time zone and any holidays.

  4. Step 4

    A customer posts in a shared channel. Thorpe opens a request, picks its policy and starts both clocks.

  5. Step 5

    Your team replies in the thread, which stops the first-response clock. The resolution clock runs until the request is closed.

Details

First response
30 minutes, suggested during setup
Resolution
8 business hours, suggested during setup
Business days
Monday to Friday
Opens and Closes
9:00 and 18:00
Time zone
The time zone of the browser used for setup
Holidays
None. A policy holds up to 60 upcoming dates
Applies to tier
No tier, used by the default policy
Alerts
At 75% and 100% of each target, once per request
Who can change policies
Admins

Questions

Do customers see SLA alerts?

No. SLA alerts go only to your team. Nothing about them is posted in the customer's channel.

Where do I see how we are doing?

Every Monday the weekly digest in your triage channel reports the SLA hit rate, the share of first-response targets met, next to the week before, and links each request that missed a target. Reports in the web app shows the same rate for the last 7, 30 or 90 days, beside the median time to first response.

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Bring your shared channels into one triage view.

Tell us about your team and we will get in touch to set Thorpe up with you.

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