Tiers & SLAs

Within Plain you can organise companies and tenants to match your pricing tiers (e.g. Enterprise, Pro, Free etc.).

To manage your tiers go to Settings → Tiers.

Tiers can be managed manually or via the API.

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Priorities

Tiers can have a default priority. This allows you to, for example, set all Enterprise support requests to have a priority of “High”. This means you can encourage prioritisation by tier (e.g. “Enterprise first, then Pro, then everyone else”).

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SLAs

When configuring an SLA you can set when you want to be warned of a breach. For example if your first response time SLA is 4 hours, you might want to be notified 30 minutes before a breach so you can still reply in time.

SLAs can also be driven by priority of threads. This allows you to have a different SLAs for “Urgent” vs “Normal” priority threads. If you have configure multiple SLAs for the same priority then only the first SLA will apply.

If you want to create a ‘default’ SLA then you can need to first create a tier and make that the default in your settings. Then you can configure SLAs like you would on any other tier.

When an SLA is about to breach or it is breaching, you will be notified via the mechanism you configure in your SLA settings. We also provide the Thread SLA status transitioned Plain event. This event will be fired when the status of an SLA linked to a thread changes (e.g. about to breach, breaching, achieved, etc.)

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Business hours

By default SLAs apply at all times. They can be configured to only count working hours by toggling on Only during business hours.

To configure business hours go to Settings → Business hours