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© 2026 Webbalances Solution (003096168-D). All rights reserved.Version 4.22.0

All guidesMetriCareCases and queues Working a case Turn email into cases automatically Statuses, categories and numbering SLA policies Business hours and public holidays Escalation rules Macros Status auto-replies The customer portal

User Guide › MetriCare

SLA policies

Set response and resolution targets per priority.

For: Admins

Steps

Open Settings → SLA & calendars.
Edit the default policy or select Add policy.
For each priority, set first response, next response and resolution targets in business minutes.
Choose the business calendar and when to warn (for example at 75% of the target).
Optionally limit the policy to some categories or customer tiers. The first active matching policy applies.
Save. Open cases are recalculated straight away.

Good to know

540 business minutes is one 9-hour working day.
The clock stops when a case is resolved and pauses in pending statuses that are set to pause.

Related guides

Cases and queuesFind the cases that need you first.
Working a caseReply, add notes, link and merge — all from one screen.
Turn email into cases automaticallyEvery new email to a support mailbox becomes a numbered case and is assigned to an agent straight away.
Statuses, categories and numberingShape cases to the way your team works.

Still need help? Contact support

On this pageSteps Good to know Related guides