Response times in GRATIS are calculated based on the system’s standard operating hours: Monday to Friday, 08:00 to 18:00 (a ten-hour working day). Only time that falls within these business hours is counted towards response time metrics. Any requests or actions submitted outside of these hours will have their response time calculation paused until the next working period begins. This ensures that response times accurately reflect the service provided during official operating hours.
- It is possible to set client SLA's and venue response times against individual clients and to have a global setting that applies to all clients.
- If you set a client SLA or a venue response time against a client this SLA and venue response time will be applied by the system for that client only.
- If you set the client SLA or venue response time against the client to zero the SLA setting in the Office Preferences Options tab will be applied to that client and any other clients where the SLA value or venue response time is set to zero
- When adding a new client to GRATIS the SLA and venue response time will be set to zero as default and as such the SLA value and venue response time set within the office preferences will be applied
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