SLA rules · Growth and Scale
Hit your response-time targets, every time
Promise customers an answer within a set time and let Quellbook keep score. SLA rules start on Growth (not on Starter).
Targets that match how you work
Create a rule for each kind of ticket: urgent tickets from your largest customers, chats, or everything in the billing inbox. Each rule sets a first-response target and a resolution target.
Business hours pause the clock outside your opening times and on holidays, so a ticket sent on Saturday night does not breach before your team starts on Monday.
- First-response and resolution targets per priority
- Business hours and holiday calendars per inbox
- Conditions on inbox, tag, priority or customer
- Countdown on every ticket in the queue
- Escalate or reassign before a breach
Which plans include SLA rules?
Growth includes unlimited agents and inboxes, SLA rules with business hours, automations, reporting, API and webhooks. Scale adds SSO, audit log, EU data residency, custom roles and a 99.9% uptime SLA.
Starter does not include SLA rules, and Starter stops at 10 agents.
| Starter | No SLA rules |
|---|---|
| Growth | SLA rules with business hours |
| Scale | SLA rules with business hours |
Try SLA rules free for 14 days
14-day free trial with Growth features for up to 3 agents. No credit card.