SupportMesh

Documentation

Setup, support workflows, delivery operations, and developer integration references for the features SupportMesh currently ships.

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SupportMesh Docs

SLA Operations

See how SupportMesh measures support responsiveness today and where to look when tickets are active, at risk, paused, or breached.

Business-hour SLA tracking

SupportMesh tracks ticket SLA state against business-hour policies rather than a simple wall-clock countdown. The UI exposes current SLA state and the SLA Operations queue for active work.

Current semantics

  • First-response and resolution timing are tracked separately.
  • Waiting for Client can pause SLA handling.
  • Warning and breach moments are recorded historically.
  • The current documentation does not describe holiday calendars because holiday functionality is not implemented in this phase.