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SLA Management

Prioritize incoming requests based on importance and ensure your team is meeting your customers’ expectations.

Inbox with an SLA that is met
  • This feature is only available in premium editions of Service Hub. See the pricing page for more information.

    • Establish working hours
    • Set SLAs based on time to first response and time to close
    • Report on SLA performance
    • Build automation based on SLA breaches


  1. Provide transparency for customers, and clarity for reps.

    Your team and your customers can get frustrated without clear SLAs. Tickets get lost in the shuffle as agents don’t know what to prioritize. Agents don’t have clear goals or benchmarks on how to improve.

    With SLAs in Service Hub, you can set working hours, build in automation, and report on attainment. Meet and exceed your customers’ expectations. Give clarity on priorities to your team and provide transparency for your customers.


Customer Champion Ribbon
  1. Reach resolution with predictability and transparency.

    Never again leave your customers wondering when they will hear from your team. Establish SLAs for time to first response and time to close. Give your customers the predictability and transparency they need to feel prioritized and see their issues resolved.
  2. Triage and prioritize unresolved issues.

    Unresolved tickets often pile up, burying your team under endless requests. Prevent burnout with SLAs that make issue prioritization a breeze. Use the visual real-time indicator to show how much time is left to meet those SLAs and which tickets are about to breach their SLA.
    Reply overdue issue
  3. Improve SLA metrics with automation and reporting.

    Leverage the power of automation in HubSpot to build custom workflows based on SLAs. Alert your reps before a breach so they can act quickly to resolve the issue. Raise issues that prevent attainment with reports for each channel, inbox, and rep.

Have questions? Give us a call and we'll walk you through it.

+1 857-829-5060
Anytime you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.

Frequently Asked Questions

  • Service Level Agreements, or SLAs, are timelines for response and resolution that your service team commits to. They are a core part of a help desk and allows your team to prioritize incoming tickets based on their importance.

  • Absolutely. There is no programming required to start using Service Hub. We've created Service Hub with automation and contextual guidance built right in so you can start scaling your support operations in minutes — not months. And if you're looking for more customization and expertise, our solutions partners offer specialized support to help you get the most out of HubSpot.

  • You can get started with Service Hub for free. If you want more advanced features to help automate and scale your support operations, HubSpot offers premium features with Starter, Professional, and Enterprise editions.

  • You'll find more than 1,000 custom integrations in our App Marketplace. From Jira to Slack to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. We want you to spend less time toggling between different tools and more time working hands-on with your customers.