The SLAs or Service Level Agreements. They are basically timing, usually contractual or internal, which define the timing within which certain actions must be carried out: for example, within how long from the receipt of a ticket an operator must give feedback to the customer or within how long it must be closed.
SLAs in Deepser
Deepser provides a S.L.A. module that allows you to easily manage these times by showing them on the tickets and allowing you to create personalized goals also3 according to the customer, priority or several concomitant factors.