With Loop XM and Tickets, you are able to set Service-Level Agreements (SLAs) that establish strict response guidelines for your organization to better serve your customers.

Enterprise Loop XM users can enable multi-level service level agreements (SLA) to improve the tracking and reporting of customer requests. Upon enabling, users will find a new "Secondary Resolution Target" column in the table found within the Service Level Agreements tab of the Settings page.

To get the SLAs setup, navigate to the Settings section and open the Service-Level Agreement menu.

You can use a pre-existing default policy or create a custom policy. Click Add Policy to create a new one which would allow you to fill up Name, Description and choose a Condition for which the policy would be applied.

Conditions can be one of the following types: Brand, Location Type and Location. After filling up all the sections and hitting save you will see your new SLA Policy appearing in the main page.

SLA Policy can be configured in multiple ways, you can change the Details of the policy such as Name, Description and Condition (1), set the Response and Resolution Time Targets (2) in minutes for Low, Medium, and High priority tickets that are created, add Reminders to notify users (3) and add Escalations to assign tickets to specific users in loop(4).

Response Time Targets are used to establish the first communication back to the customer. Having a quick Response Time can further assist the customer during the experience and improve the customer relationship.

Resolution Time Targets can be used as an internal benchmark to set ticket resolution expectations. Having a timely resolution expectation improves the customer experience and keeps your employees accountable.

Reminders are email alerts design to notify the recipients specified of a target breach. You can create Reminders by going to the policy settings page, selecting a policy and clicking Add Reminder. It is also possible to edit existing reminders.

Target can be either Response Target Breach or Resolution Target Breach. You can specify the Schedule which can be set in minutes or hours, Before or After Target.

A reminder can be applied to any Location or to a specific Location (One location per reminder) and can be targeted to a specific user, several users, location owners, location admins, location team members or a Ticket assignee. After a new reminder is created and if the conditions are met an email reminder will be sent to recipients specified.

Escalations is a mechanism assigning the ticket to a loop user configured according to the target breach. You can create Escalations by going to the policy settings page, selecting a policy and clicking Add Escalation. It is also possible to edit existing escalations.

Target and Schedule work identically as Reminders. You would need to however specify a single Location for the escalation to be applicable to and assign it to one loop user. After a given period the user will get notified by the email and the ticket will be assigned to them.