HubSpot SLAs: Customize for Success

HubSpot SLAs: Customize for Success
Origin 63
July 5,2024
6 minute read

Customize, Prioritize, Optimize: Flexibility in SLA Management with HubSpot

Setting SLAs is a great first step, but not all concerns are created equal. A minor website glitch doesn't deserve the same red carpet treatment as a complete system crash, right?


A one-size-fits-all approach can leave urgent issues waiting. That’s why you should prioritize based on urgency, ensuring every customer gets the right level of attention.


You’ll find this flexibility in HubSpot’s Help Desk. This blog tells you how you can leverage HubSpot's features to customize and prioritize your SLAs for efficient, personalized customer service.


What Are SLAs?

Customer support representative setting service level agreements

Imagine you're running a pizza delivery service. You promise customers their pizza will arrive within 30 minutes of ordering. That's basically what an SLA is—a promise about the level of service you'll provide.


In SaaS, SLAs often relate to how quickly you'll respond to customer issues. Let's say a customer can't log into their account. They create a support ticket. Your SLA might state that you'll respond to that ticket within two hours.


SLAs set clear expectations. Customers know what kind of service to expect, and your team knows what goals they need to meet. It's like a contract that keeps everyone on the same page.


Here's how it typically works with support tickets:

  1. A customer submits a ticket about an issue.
  2. Your SLA clock starts ticking.
  3. Your team aims to respond or resolve the issue within the promised time.
  4. If you meet the SLA, great! If not, it's a sign you might need to improve your processes.


Companies with SLAs are three times more likely to have effective strategies than those without. They help you stay organized, prioritize work, and keep customers happy.


Leverage Flexibility in HubSpot’s SLA Management

Many companies are switching from tools like Zendesk to HubSpot Service Hub because HubSpot gives them more control over setting and measuring their SLAs.


Let's dive into the different ways you can use HubSpot to improve your SLA management:

1. Leveraging Automation for Dynamic Ticket Priority Assignment

HubSpot SLA Management, Leveraging automation for ticker priority assignment

Remember when we said customers have high expectations? Here's a mind-blowing stat: 67% of customers expect a resolution within just 3 hours.


HubSpot lets you set up automation rules to prioritize tickets based on various factors. It's like having a smart assistant who knows which issues need attention first. You can set rules based on:

  • The customer's company size or deal value
  • The product or service line involved
  • Any custom properties you've set up


For example, you could automatically set all tickets from your top-tier customers to "High Priority." It's like giving them a VIP pass to the front of the line.


2. Introducing Tiers to Streamline Client Segmentation

Here's a cool fact: companies that use customer segmentation are 60% more likely to understand their customers' challenges. With HubSpot, you can create different SLA tiers for different customer segments.

You might set up tiers like:

  • Bronze: 24-hour first response, 5-day resolution
  • Silver: 12-hour first response, 3-day resolution
  • Gold: 4-hour first response, 1-day resolution


This way, you're not treating every customer the same—you're giving each one the level of service that matches their needs and value to your business.


3. Configuring SLAs Based on Business Hours

HubSpot SLA Management, Configuring SLAs Based on Business Hours

Not every business runs 24/7, and HubSpot gets that. You can set your SLAs to only count during your business hours. It's like having a time-aware SLA that knows when to clock in and out.


HubSpot lets you choose whether your SLAs should apply to standard Monday-Friday business hours or custom calendar hours. If you offer extended support hours or have a global team, you can set up SLAs that match your unique schedule.


For example, you could set up SLAs that run:

  • Standard 9-5, Monday through Friday
  • Extended hours, like 7 AM to 9 PM
  • 24/7 for round-the-clock support teams


HubSpot makes it easy to set up these flexible SLAs. You can toggle on "Time to first reply" and "Time to close" SLAs separately. For each, you can choose whether to apply the same SLA to all tickets or vary it based on priority.


You can even set different "due soon" and "overdue" limits for each priority level. It's like having a sophisticated early warning system that lets you know when you're in danger of missing an SLA before it actually happens.


How to Use the Timer Man Tool in HubSpot

Customer support representative managing service level agreements in HubSpot


While HubSpot's native SLA features are great, some businesses need extra features. For example, you might want to track SLAs based on super-specific criteria or look for more detailed reporting. 


That's where Timer Man comes in, filling the gaps in your SLA management. It integrates seamlessly with HubSpot, adding a new dimension to setting, tracking, and analyzing your SLAs.


Let's break down what Timer Man brings to the table:


Timer Man's Built-In Timer Tool for Advanced SLA Policies

Timer Man comes with a built-in timer tool, like a stopwatch for every customer interaction. But this isn't just any stopwatch—it's smart, customizable, and integrated with all your HubSpot data.

With this tool, you can:

  • Set up multiple SLA policies for different scenarios
  • Track time spent on each stage of ticket resolution
  • Get alerts when you're approaching SLA limits


It's like having a personal assistant keeping an eye on the clock for every customer interaction.


Timer Man's Capabilities in Priority-Based SLA Policies


Remember how HubSpot lets you set SLAs based on ticket priority? Well, Timer Man takes this to a whole new level. You can create intricate, multi-layered SLA policies based on priority and a combination of factors.

For example, you could set up a policy where:

  • High-priority tickets from gold-tier customers get a 1-hour response time
  • Medium priority tickets from silver-tier customers get a 4-hour response time
  • Low-priority tickets from bronze-tier customers get a 24-hour response time


It's like having a traffic control system for your customer service, ensuring that every issue gets the right level of attention at the right time.


Enhancing SLA Flexibility with Timer Man's Segmentation Criteria

Here's where Timer Man shines. You can segment your SLAs based on practically any criteria you can think of. It's like having a custom-tailored SLA suit instead of an off-the-rack one.

Some examples of what you could do:

  • Set different SLAs for each product line or service offering
  • Create unique SLAs for different customer segments or industries
  • Adjust SLAs based on the channel (email, chat, phone) the ticket came through


You could even set up SLAs that change based on your current workload or staffing levels. This would be like having a dynamic, responsive SLA system that adapts to your business needs in real-time.


With Timer Man, you're not just managing SLAs—crafting a customer service experience perfectly tuned to your business and customers' needs. 


It's the difference between playing a pre-recorded song and conducting a live orchestra—you control every note of the customer service symphony.


Analyzing Service with Built-In Reports

Setting SLAs is just the beginning. You should complement your efforts by analyzing how well you meet those SLAs. When you have a goal, you don't just set it and forget it, you track your progress and adjust your strategy along the way.


Analysis helps you understand whether you're meeting customer expectations, where you're falling short, and how you can improve. It also gives you hard data to back up your customer service strategy.

HubSpot has built-in reports to help you analyze your SLA performance. Here’s what you can track and measure:


1. Analyzing Ticket Close Totals Over Time with Built-In Reports

HubSpot SLA Management, Analyzing Ticket Close Totals Over Time with Built-In Reports

HubSpot's Ticket Close Totals Over Time report is like a health check for your customer service team. It shows you how many tickets you're closing daily, weekly, or monthly.


This visualization of ticket closure trends helps you compare closure rates across different periods and identify patterns in ticket volume and closure rates. 


With these insights, you can spot periods of high demand and adjust staffing accordingly, schedule training or process improvements during slower times, and track the impact of new support initiatives on ticket closure rates. 


If ticket closures drop during certain periods, you might hire seasonal staff, implement a chatbot for peak times, or create more self-service resources.


2. Harnessing SLA Breakdown Reports for Overdue versus On-Time Ticket Metrics

The SLA Breakdown report is your secret weapon for ensuring top-notch service. It shows you how many tickets are meeting SLAs and how many are falling behind based on various criteria, such as date range or priority level. 


These insights can help you pinpoint bottlenecks in your support process, recognize high-performing team members, and identify which issues or customers are most challenging for SLA compliance. 


For instance, if many overdue tickets relate to a particular product, you might provide additional training, create comprehensive documentation, or assign specialized support staff. 


If certain team members consistently meet SLAs while others struggle, you could organize peer-to-peer training, review workload distribution, or implement a mentoring program.


Elevate Your Customer Service Game with HubSpot's SLA Tools

Customizable SLAs bend to your unique business needs, ensuring the right level of attention for every issue. Priority-based settings guarantee that urgent issues receive quick responses, while flexible working hours ensure your team can meet deadlines seamlessly.


Built-in reports provide actionable insights to improve service delivery. This data empowers you to find and address bottlenecks before they impact customer satisfaction. 


HubSpot's SLA management tools aren't just about setting standards, they let you create a customer-centric service experience. Your customers deserve exceptional experiences, and with HubSpot, you have the tools to deliver them.


Boost Your Customer Service with Origin 63

Ready to revolutionize your SLA management? Partner with Origin 63 to implement HubSpot and unlock its flexible SLA features. Our experts will guide you through setup, customization, and optimization, ensuring you leverage 


HubSpot's full potential. Don't just meet customer expectations—exceed them. Contact Origin 63 today and start your journey to customer service excellence!


Why go O63
  • Elite HubSpot Solutions Partner
    Origin 63 ranks in the top 1% out of the 2,400+ HubSpot Partners in North America. Less than 9% of all HubSpot Partners globally achieve the HubSpot Partner “Elite” tier status.
  • Member of HubSpot Partner Advisory Council for North America
    We influence change and growth with HubSpot by sharing perspectives and creating strategies together.
  • Tailored solutions paired with a high-touch service model
    We offer advanced support services for custom technical projects, high-touch onboarding, and a subscription program for strategic ongoing HubSpot support needs.
  • Core focus is 100% dedicated to professional HubSpot solutions
     As a “master of our trade,” our technical expertise and efficiency are unrivaled by our competitors.

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