Each ticket includes an SLA Timeline that provides visibility into the response deadlines associated with the ticket.
These Service Level Agreements are calculated based on the time elapsed since the customer's most recent reply.
Overdue time (24 Hours): the first SLA milestone is reached 24 hours after the customer's latest reply. If you do not respond within this timeframe:
- The ticket becomes overdue.
- The overdue ticket negatively impacts your Seller Performance Score.
- A courtesy message is automatically sent to the customer.
To help prevent SLA breaches an automatic reminder is posted on the ticket after 20 hours and during the final 4 hours before the deadline, the ticket appears in the Close to Overdue view on the Customer Support homepage.
Take Over time (72 Hours): the second SLA milestone is reached 72 hours after the customer's latest reply. If you do not respond within this timeframe:
- The ticket is automatically escalated.
- Refurbed Customer Service Team may intervene directly in the resolution of the customer's issue.
- A courtesy message is automatically posted on the ticket informing the customer about the escalation process.
This SLA is intended to ensure timely customer support and prevent unresolved issues from remaining unattended for extended periods.