SLAs in ArminCX

What is this?

An SLA (Service Level Agreement) is the response target your team commits to, for example replying to every urgent ticket within 12 hours. ArminCX applies SLA targets to tickets automatically through rules you define, so the right deadline lands on each ticket the moment it comes in.

You'll find SLAs in Settings > SLA (under Features).

🚨 Turn SLAs on first.

Flip the Enable SLAs toggle at the top of the page. This switches on ticket SLA automations and notifications across your whole workspace. Without it, your rules won't run.

⚙️ Create an SLA rule

SLA targets are set with When/Then automation rules.

Go to Settings > SLA and open the Automation rules tab.
Click Add rule (top right).
Set the When condition. For example: Priority is Urgent.
Set the Then action: Add SLA of [X] hours.
Save. From now on, every ticket that matches the condition gets that SLA target automatically.

Add more rules to cover your other priorities, for example a longer SLA for normal-priority tickets.

Business days vs calendar time

The Business days only toggle controls how the SLA clock counts down.

Off: the clock uses calendar time. It runs continuously, including weekends, holidays, and overnight.
On: the clock skips weekends and holidays based on your Business hours schedule. Open days count as full 24-hour days, not just your open-hours window.

Set your schedule under Settings > Business hours before you rely on this.

Working with SLAs in your inbox

By default, your inbox surfaces tickets that have breached their SLA, and those closest to their deadline, toward the top. The most time-critical tickets are the first thing your team sees. You can see the remaining SLA time directly in the ticket, just below the Priority Tag.

To build a dedicated queue, or to follow up automatically on tickets that have gone quiet, combine Workflows with tags.

Tag and filter breached tickets:

In Workflows, set a wait that's slightly longer than your SLA window, for example 50 hours for a 48-hour SLA, so the window is safely past. Then add a tag like SLA breached if no reply has been sent since.
In your inbox, create a view filtered by that tag.
Share the view with your team so the breached queue gets worked first.

Notify the customer automatically (optional): in the same workflow, add a step that sends a short message letting the customer know you're on it. This keeps service quality up when a ticket has been open without a reply.

💡 A single rule can't check the SLA window and send a message on its own. Use a Workflow for time-based SLA follow-ups, and make sure your condition checks that no reply has been sent in that window.

Track SLA performance

Open the Analytics tab on the SLA page to see how your team is doing against your targets. Pick a timeframe at the top right, for example the last 30 days.

The First response panel shows four figures for that period:

Met: tickets that hit the first-response target.
Breached: tickets that missed it.
On-time rate: share of tickets answered within target.
Breach rate: share that breached.

When to use SLAs

You've committed to response targets and want each ticket to carry the right one automatically.
You handle priorities differently. For example, urgent tickets need a tighter deadline than routine ones.
You run a channel with a strict response window, like a marketplace inbox with a 24-hour requirement.

When NOT to use SLAs

You're tracking an internal team deadline rather than a customer-facing response target. Use agent assignment and internal notes for that.
You only need one deadline for everything. You can still do this with a single broad rule, but if priorities never differ, an SLA setup adds little.

Good to know: With Business days only on, an open day counts as a full 24 hours, not just your business-hours window. A 12-hour SLA opened late on a working day can therefore run into the next open day.

You're all set and good to go!