Two targets, not one
- First response: how quickly a person acknowledges the request.
- Resolution: how quickly the issue is fixed or closed.
First response is the one customers notice most, and the easiest to improve.
Example targets for a small business
| Priority | Example | First response | Resolution |
|---|---|---|---|
| Urgent | System down, safety issue | 1 business hour | Same day |
| Normal | Something isn’t working as expected | 4 business hours | 3 business days |
| Low | Question or minor request | 1 business day | 5 business days |
Start with targets you meet now, then tighten them once you’re consistently ahead.
Count business hours, not clock hours
A request sent at 4.55pm on a Friday shouldn’t breach a four-hour target by Saturday morning. Set your business hours and time zone so the clock pauses when you’re closed.
Make breaches visible early
A target only helps if the team can see what’s about to breach, not just what already has. Sort the queue by time remaining and review breaches each week to find the cause.
NovaSoft One service targets track response and resolution deadlines on each ticket, with business hours, and show upcoming breaches in the queue.
What to do when you miss a target
Missing a target occasionally is normal. What matters is how you handle it. Tell the customer, apologise briefly, say when they will hear from you, and keep that promise. Then look at why it happened: a busy week, an unclear owner or a gap in the roster. Fix the cause, not just the ticket.
Response targets in agreements
If you include response times in a contract, be precise. Define business hours, how priorities are set and whether the target is for acknowledgement or a fix. Vague promises such as “prompt support” cause disputes. Clear targets set expectations on both sides.
Reviewing your targets
Every quarter, look at how many tickets met their targets at each priority level. If you hit a target almost every time, consider tightening it. If you regularly miss it, either add capacity or make the target realistic. A promise you keep builds more trust than an ambitious one you break.
A worked example
A small IT provider promises a one-hour response for urgent issues and four hours for normal ones, during business hours. A client emails at 4.30pm about a printer problem, logged as normal. The four-hour clock pauses at 5pm and resumes at 8.30am, so the target is 12pm the next day. A technician replies at 9.15am with a fix. When an urgent server issue arrives at 2pm, the queue moves it to the top and the client hears back within 20 minutes.
Quick checklist
- Set separate first-response and resolution targets.
- Define priorities clearly so everyone sets them the same way.
- Count business hours and set your time zone.
- Start with targets you already meet, then tighten.
- Make upcoming breaches visible in the queue.
- Tell customers what to expect.
- Review missed targets each week and fix the cause.
Tell customers what to expect
Publish your response times in your email signature, support page or contract. Customers are far more patient when they know when to expect a reply.
Common questions
What is a service level agreement?
A written commitment about how quickly you will respond to and resolve requests.
Should small businesses offer SLAs?
Clear response targets build trust, as long as you can consistently meet them.
What is the difference between response and resolution?
Response is acknowledging the request; resolution is fixing or closing it.
This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.