Workspace

SLA policies

Reply targets by priority. Parley checks policies top to bottom and applies the first that matches. Pending and on-hold tickets pause the clock.

Achieved · 30 days

89%

target 90%

Breached now

past a reply target

At risk

under half the time left

Clock paused

pending or on hold

Needs a reply first

Due	Ticket	Priority	Policy · metric	Assignee
Next reply 19 min overdue10:05 AM	#4855Ridgeline 2P zipper split on the doorEmmett Clarke	High	Standard · Next reply	Greta Holm
First reply in 2 min10:26 AM	#4877Suggestion: wide sizes for the Cairn LowDaniel Achebe	Low	Live chat · First reply	Hana Kobayashi
Next reply in 16 min10:40 AM	#4851Birthday gift must arrive by ThursdayNadia Petrovic	Urgent	Standard · Next reply	Ada Okafor
Next reply in 27 min10:51 AM	#4812Tent order NP-20931 hasn't moved since Oct 9Jonas Lindqvist	High	VIP customers · Next reply	Ada Okafor
Next reply in 48 min11:12 AM	#4864Public post: “still waiting on my order”Harper Quinn	High	Standard · Next reply	Nell Ashworth

Channel is Live chat

Visitors on the site expect an answer while they're still on the page.

94%

Achieved · 30 days

Above the 90% target

0 breached · 1 at risk · 4 on track

Priority	First reply	Next reply	Resolution
Urgent	2m	2m	1h
High	5m	5m	2h
Normal	10m	10m	4h
Low	10m	10m	8h

Customer tier is VIP

Customers tagged VIP (5+ orders or bulk buyers) get a faster reply on every channel.

91%

Achieved · 30 days

Above the 90% target

0 breached · 1 at risk · 1 on track

Priority	First reply	Next reply	Resolution
Urgent	15m	30m	8h
High	30m	1h	1d
Normal	1h	4h	2d
Low	4h	12h	3d

All other tickets

Every other email, social and phone ticket.

87%

Achieved · 30 days

3 pts under target

1 breached · 2 at risk · 7 on track

Priority	First reply	Next reply	Resolution
Urgent	30m	1h	1d
High	1h	2h	2d
Normal	4h	8h	3d
Low	8h	1d	5d

America/Chicago (CT). Chat and phone follow these hours.

SLA clocks run in calendar minutes: the team is staffed every day.

Clocks pause; Pip answers and sets expectations.