When is the Response Time Alert triggered?
You will receive a response time alert if your score for this metrics is ≤2 points, hence does not meet our SLA. The alerts will be send out on a weekly basis, every Tuesday.
How does it look? What does it mean?
This is an email titled "Response Time Notification." It means that some of your tickets were not responded to within 24 hours, and you need to take corrective action to meet again the allowed time frame for responding customer requests.
What happens when my response time score does not improve? (timeline)
In case your response time score remains ≤2 points more than one week, it could lead to consequences such as a payout cycle adjustment or, in case no improvement is noticed after multiple alerts/warnings a suspension of your account.