Business Schedule & SLA

The Business Schedule & SLA settings help you define how and when your team is expected to respond to and resolve customer requests.

• SLA (Service Level Agreement) defines the target response and resolution times for incoming requests, based on conditions like request type, assignee, priority, or customer segment.

• Business Schedule defines your team’s working hours and holidays, ensuring SLA timers are only active during those periods.

Together, these settings allow ClearFeed to track performance against SLAs accurately, send timely reminders, and highlight any breaches—helping your team stay responsive and accountable to customer expectations.

You can customize SLA policies and business hours for each Collection, and monitor your team's performance through curated metrics available in the Reporting section.

To access and customize Business Schedule & SLA, go to the ClearFeed web app, click on More in the left navigation bar, and select Business Schedule & SLA

Business Schedules

A Business Schedule defines your team’s working hours and holidays. SLA targets like First Response Time and Resolution Time are calculated only during these hours. You can create multiple schedules (e.g., for different regions or weekend support) and assign them to specific Collections for precise SLA tracking.

Key Capabilities

Create a Business Schedule

• Click on Create Schedule

• Set the Time Zone

• Set Working Days and Working Hours which should be considered for calculation of Support Metrics.

• Add Holidays (While calculating the support metrics, ClearFeed would skip the holidays you have configured)

  • Click Add Holiday inside a schedule

  • Enter the Holiday Name

  • Select the Start and End Dates

  • Both dates are considered as Holiday(s)

Manage Existing Schedules

• Click Edit to update schedule settings

• Use the 3-dot menu to Delete or Clone a schedule

Business Schedules that are linked to a Collection cannot be deleted. Please unlink the schedule from the Collection first if you wish to delete it.

Assign Business Schedule to Collections

To ensure your response time are calculated correctly, you need to link each Collection with the appropriate Business Schedule. This helps determine working hours and holidays used for tracking and reporting.

You can follow the below steps to Assign Business Schedule to Collections:

1. Navigate to More → Business Schedule & SLA from the left navigation bar in the ClearFeed Web App.

2. Click on the ‘Assign Collection’ button

3. Define the Business Schedule for the Collection(s). A Collection can be linked to only one Business Schedule at a time.

4. Click Save to link the Collection with their corresponding Business Schedule as shown.

SLA Policies

SLA (Service Level Agreement) Policies establish target timeframes for your team's response and resolution of support requests. These targets—First Response Time, Resolution Time and One Touch Resolution—are calculated based on the Business Schedule associated with each Collection.

Core Metrics

• First Response Time - The time gap between when the requestor raised a request and when the responder sends their first response.

• Resolution Time - Resolution time refers to the total time required to Solve a request.

• One Touch Resolution - This metric allows you to add the total number of responder responses within which the responder can resolve or close the query.

• One Touch Resolution can only be configured based on priority.

• First Response Time and Resolution Time targets can be defined using various Ticket Properties.

For Internal Helpdesk Only

• Metrics such as Number of Requests, Response Time, and Resolution Time are calculated only for tickets. Messages that are not converted into tickets are not included in these metrics.

• Clearfeed by default calculates the key metrics like First Response Time, Response Time, Resolution Time and First Resolution Time from the moment a request is initially created, even if a ticket is created later. If your team prefers to calculate these metrics starting from when a ticket is created (rather than from request creation), this is supported as an optional configuration. To enable this, please contact the Clearfeed Support team. ⚠️ Important Notes About This Configuratio

  • ✅ Only affects future tickets: Switching this setting does not retroactively update metrics for existing tickets. Metrics for past tickets will remain based on request creation time.

  • 🚫 Non-Open Tickets: If a ticket is created in a non-open state, First Response Time will not apply, and the ticket won’t be included in First Response metrics.

  • 🌐 Account-wide setting: This change applies at the account level — affecting all collections and all related metrics (Response Time, Resolution Time, etc.).

Create SLA Policies

• Click Create SLA Policy

• Enter a Policy Name

• Configure One Touch Resolution (optional):

  • Toggle the feature on

  • Specify response limits for each priority level

• Set up First Response Time and Resolution Time targets (optional):

  • Toggle the feature on

  • A Default SLA Target will automatically be added as a fallback

  • Click Add SLA Target to create condition-based rules

  • Add multiple rules as needed.

• Click Save

• Rules are evaluated sequentially in the order displayed in the Ul, and the SLA Target is assigned based on the first rule that matches.

• SLA will be recalculated whenever a field used in the conditions is modified, and the SLA Target changes as a result.

• SLA settings only apply during business days and hours.

• Read more about how the metrics are calculated here.

• The SLA can be configured at minutes or hours granularity.

Pro Tip: If you set up a service level target for the first response at 60 minutes, then you should set up a workflow driving an alert of no response to a request at 45 minutes to the triage channel or a shared slack channel so that the team can be alerted and respond to the same in time.

Manage Existing SLA Policies

• Click Edit to update an SLA policy

• Use the 3-dot menu to Delete or Clone an SLA policy

SLA Policy that is linked to a Collection cannot be deleted. Please unlink the SLA Policy from the Collection first if you wish to delete it.

Link SLA Policies to Collections

To enforce the right SLA targets, the Collection needs to be linked with a set of SLA Policies. This ensures request-specific targets are applied during tracking and reporting.

Steps to Assign SLA Policies to Collections:

• Navigate to More → Business Schedule & SLA from the left navigation bar in the ClearFeed Web App

• Click on the Assign Collection button under the SLA tab

• Select the Collection(s) you want to link with these SLA policies

• Click Save to confirm the association