Warning tags and SLA breaches

Updated 3 years ago by Michael McKay

We should strive to answer all messages in under 5 minutes. To track our response times to guest messsages we have added the following tags.

Warning tags

These are added if an SMS is not responded to or archived within 10 minutes and if an email is not responded to or archived within an hour.

SLA breach tags

These are added if an SMS is not responded to or archived within 1 hour and if an email is not responded to or archived within 3 hours.

I you see any SLA breach tags, you should immediately address that message.


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