Service level agreements
Herodesk ProPromises you can actually keep.
Set response and resolution targets on the conversations that matter, watch them tick down live, and let a breach escalate itself: in real hours or your own business hours.
The problem
Time targets you can’t actually see
You promise a four-hour first reply, but nothing in the inbox tells you which conversations are close to breaking it until a customer complains.
- No visible clock on the conversations with a deadline
- Targets that ignore weekends, holidays and opening hours
- Breaches you only learn about from an unhappy customer
- No way to prove you met the promise you made
Why teams love it
Deadlines that manage themselves
A live clock on every conversation with a target, counted in the hours you actually work.
- See the clock, always
- Every conversation under an SLA shows a live countdown: on-track, at-risk, breached or paused.
- Counts your real hours
- Target in calendar hours, or in business-hours schedules with holidays and a timezone.
- Escalates on its own
- A breach notifies the assignee, their team and watchers automatically.
- Fair while you wait
- Clocks pause while a conversation is snoozed, and re-anchor when the AI agent hands to a human.
What’s inside
Targets, tracking and escalation
Ordered policies, three targets each, and a live status you can filter on.
- Ordered policies
- Stack policies with match conditions (inbox, channel, tag, company) and the first match wins.
- Three targets
- Set first reply, next reply and resolution times per policy.
- Calendar or business hours
- Count against real time, or reusable schedules with holidays and a timezone.
- Live status badge
- On-track, at-risk, breached or paused, shown right on the conversation.
- Filter and automate
- Filter approaching and breached states in smart views and search, and trigger rules on them.
- API and MCP
- Manage SLA policies and schedules over the REST API and through the MCP server.
Pricing
Herodesk ProPart of Herodesk Pro
SLAs are included in Herodesk Pro. Try Pro free for 14 days.
Included from Herodesk Pro and up.
Customer stories
Read about our customers’ experience with Herodesk
Meet some of the businesses that use Herodesk for their customer service every day.
Pricing
Choose the plan that fits your needs
Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.
Herodesk Free
For working on your own
$0
Herodesk Basic
Bring your team together
$34per user / month
Herodesk Plus
Spend less time on routine work
$57per user / month
Herodesk Pro
Keep service consistent as you grow
$80per user / month
SLA management for customer support teams
A service level agreement is only useful if you can see it. Herodesk’s SLAs put a live countdown on every conversation that matches a policy, reading on-track, at-risk, breached or paused, so your team acts before a deadline slips instead of after. Managers define ordered policies with optional match conditions (inbox, channel, tag, company) and targets for first reply, next reply and resolution.
Time is counted the way you actually work: in calendar hours, or in reusable business-hours schedules with holidays and a timezone, so a target set on Friday afternoon doesn’t breach over the weekend. Clocks pause while a conversation is snoozed and re-anchor when AI agents hand a conversation over to a human. Approaching and breached states can be filtered in smart views and search and can trigger rules, and a breach escalates automatically to the assignee, their team and watchers.
SLAs are part of Herodesk Pro and manageable over the REST API and the MCP server, used by B2B companies and SaaS companies teams across Europe with commitments to keep. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.
Give your team time back
Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby
CEO · Pluspige
From a Herodesk customer
4–6
hours saved on cleanup after live sales
Read the customer story“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”















































































