SLA notifications

Pratibha Agrawal Updated by Pratibha Agrawal

Admins can set up notifications for when SLAs are Overdue (breached) or Due soon. These need to be set up while creating SLA policies. This article talks about the different type of SLA notifications and what you can expect from them if you're added as a recipient.

  1. Each SLA policy can have a maximum of 4 type of notifications
    1. FRT Overdue: When First response time SLA is breached
    2. RT Overdue: When Resolution time SLA is breached
    3. FRT Due soon: When First response time SLA is nearing
    4. RT Due soon: When Resolution time SLA is nearing
Due soon notifications (SLA reminders) feature is present only on the latest Elite plan. If you're on an older version of Elite, please upgrade to get access to this feature.
  1. All of the above notifications are optional so it depends upon your business workflow as to which notifications are set up for your team
  2. If you wish to see SLA notifications under your Priority notifications, you can follow the below steps. Know more about priority notifications here.
    1. Go to the bell icon > tap on Settings
    2. You will be able to see the different categories of Hiver notifications. Toggle to include 'SLA violated- First response' and 'SLA violated- Resolution' notifications in your Priority tab
    3. Now, you will be able to see all your SLA notifications (FRT/ RT) in the Priority tab of notifications so that you can immediately get to them

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Overdue and Due soon views


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