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Document service response and resolution targets

Create a reviewed service policy with priority, response and resolution targets that your team can reference consistently.

Audience: authorised staffReviewed 13 November 2026

Use these steps in your selected Pixie CRM company workspace. The module, dependent tools and actions available to you follow its configuration and your permissions.

Where to start

Hub → Service → SLA policies → Create

Permission

Manage service resources; independent Approve and Publish

Before you begin

Agree the service targets with the team that will deliver them. This resource records a policy; it does not replace a native support-ticket timer.

Follow these steps

  1. Create an SLA policy with a recognisable resource name and internal purpose.
  2. Select the priority and enter response and resolution targets in minutes.
  3. Review the 24×7 calendar basis and the relationship between the two targets.
  4. Save the draft, submit it for independent review, approve and publish when it is ready for reference.
  5. Revisit the policy when the underlying service commitment changes; use the normal pause/edit/review process.

Fields and options

Priority
Low, Normal, High or Urgent.
Response target
From 1 to 43,200 minutes.
Resolution target and calendar
Must be at least the response target. The saved calendar is 24×7, rather than a configurable working-hours calendar.

Rules and limits

  • The resource does not automatically start ticket timers, route escalations or enforce native support SLAs.
  • A published policy does not create a public knowledge article; use the appropriate content resource when you need a public explanation.
  • Internal targets are not evidence that a customer issue was resolved within them.

Check the result

  • Reopen the resource and compare the saved priority and targets with the agreed policy.
  • Check colleagues can find the intended published revision.

If something does not look right

  • If validation rejects the resolution target, ensure it is not earlier than the response target.
  • For operational ticket escalation, use the native support process rather than assuming this reference resource drives it.

Common questions

Does this enforce business-hour deadlines?

No. This release stores a 24×7 policy reference and does not implement native ticket SLA enforcement.

Can I revise a published policy?

Pause it, edit the draft and obtain fresh approval before publishing the changed revision.