Support SLA Guide: Agent Performance Targets for All Issue Types (Internal) – Lynx

Support SLA Guide: Agent Performance Targets for All Issue Types

Maintaining our Service Level Agreements (SLAs) is critical to providing a high-quality customer experience. This guide provides a breakdown of response, update, and resolution targets for standard tickets, tech escalations, remote onboarding, configuration tasks, and outages.

Use this guide to prioritize your queue effectively. Remember: Urgent and High priority tickets require immediate action, while lower priorities must still be resolved within strict same-day or same-week windows depending on the issue type.

Key Metric Definitions

First Reply Time: The maximum time allowed from when a ticket is created until an agent sends the first public comment to the customer.
Next Reply Time: The maximum time allowed for an agent to send a subsequent response after a customer replies to an existing ticket.
Periodic Update (or Pausable Update): The required frequency for keeping the customer updated on the status of their request, ensuring they are kept in the loop even if a resolution hasn't been reached yet.
Requester Wait Time: The total accumulated time a ticket spends in the New, Open, and On-hold statuses. This represents the ultimate deadline for fully resolving the customer's issue.

Section 1: Standard Issue Type SLAs
Section 2: Support - Tech Ticket Back to Support SLAs
Section 3: Support - Remote Onboarding (1 to 10 units) SLAs
Section 4: Support - Remote Onboarding (11+ units) SLAs
Section 5: Support - Remote Config (1 to 20 units) SLAs
Section 6: Support - Remote Config (21+ units) SLAs
Section 7: Support - Outage SLAs
Resolution Targets Summary & Best Practices

Section 1: Standard Issue Type SLAs

These SLAs apply to all general support requests. They focus on rapid, same-day resolution.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	30m	6h	12h	24h
Requester Wait Time	2h	8h	12h	24h

Section 2: Support - Tech Ticket Back to Support SLAs

These targets are specific to the Support: Tech ticket back to support issue type. While reply times are faster, resolution windows are extended to accommodate technical hand-offs.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	30m	6h	96h	96h
Requester Wait Time	169h	169h	169h	169h

Section 3: Support - Remote Onboarding (1 to 10 units) SLAs

These SLAs apply specifically to the remote onboarding process for small batches of units. This workflow requires rapid responses and a strict 4-hour completion goal regardless of priority level.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	1h	1h	1h
Next Reply Time	30m	1h	1h	1h
Periodic Update	4h	4h	4h	4h
Requester Wait Time	4h	4h	4h	4h

Section 4: Support - Remote Onboarding (11+ units) SLAs

These SLAs apply to larger remote onboarding batches (11 or more units). Because these are more complex, they require steady communication with a consistent 8-hour update requirement across all priorities.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	8h	8h	8h	8h
Requester Wait Time	8h	8h	8h	8h

Section 5: Support - Remote Config (1 to 20 units) SLAs

These SLAs govern remote configuration tasks for batches of up to 20 units. They feature quick reply targets and require resolution within 24 hours for most priorities.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	4h	24h	24h	24h
Requester Wait Time	4h	24h	24h	24h

Section 6: Support - Remote Config (21+ units) SLAs

These SLAs govern large-scale remote configuration tasks involving 21 or more units. Because of the volume, resolution times are extended, but initial communication expectations remain rapid.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	24h	84h	84h	84h
Requester Wait Time	48h	84h	84h	84h

Section 7: Support - Outage SLAs

These SLAs govern tracking and communication during system or service outages. While initial communication must be swift, the resolution window is extended to allow for complex technical fixes.

SLA Metric	Urgent	High	Normal	Low
First Reply Time	30m	6h	6h	6h
Next Reply Time	30m	6h	6h	8h
Periodic Update	24h	84h	84h	84h
Requester Wait Time	48h	84h	84h	84h

Resolution Targets Summary & Best Practices

Requester Wait Time Goals:
- Standard Urgent tickets must be solved in 2 hours.
- Onboarding tickets (1-10 units) must be completely resolved in 4 hours across all priorities.
- Onboarding tickets (11+ units) must be completely resolved in 8 hours across all priorities.
- Remote Config tickets (1-20 units) give a 24-hour window for non-urgent tasks, but require a 4-hour resolution if marked Urgent.
- Large Remote Config tasks (21+ units) and Outages allow 48 hours for Urgent and 84 hours for all other priorities.

Best Practices

Watch the Clock: Most tasks are same-day requirements. If you see a ticket approaching its resolution limit, prioritize it above all other non-urgent tasks.
Status Management: Use the "Pending" status correctly when waiting for customer input, as this typically pauses reply and update timers.
Large Batch Communication: For 11+ unit onboardings, block out time in your schedule to send status updates to ensure the client knows progress is being made. For large config tasks and outages, be mindful of the longer 84-hour window and try not to leave them until the last minute.
Stepping Away from Support: If you need time to work on a ticket, please let Support Management know. They can approve your away time to ensure your SLA is kept within target.