# 3. Support SLA & Status

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 3. Support SLA & Status

### 3.1 SLA Tiers & Response Times
**What it does:** Shows the Training Institute the support SLA: the response and resolution targets per issue priority, the current SLA status for open tickets, and the SLA credits or remedies if a target is missed. The Institute sees the SLA commitments clearly. This makes support accountability transparent.

**Sub-features:**
- SLA tiers view
- Response targets per priority
- Resolution targets per priority
- Current SLA status for open tickets
- SLA credits shown
- SLA history
- SLA available on web and mobile
- SLA event logging (viewed)
- Audit logging of the support SLA tiers and response times

**Training Institute User Journey:**
1. Training Institute opens the support SLA.
2. The SLA tiers view is shown.
3. The response targets per priority are shown.
4. The resolution targets per priority are shown.
5. The current SLA status for open tickets is shown.
6. The SLA credits are shown.
7. Training Institute opens Profile → "Activity" and confirms the SLA events are recorded.

**Rules & Edge Cases:**
- A missed SLA target triggers the remedy.
- The SLA clock pauses for pending customer input.
- SLA events (viewed) are logged with the account and the timestamp.
- The support SLA tiers and response times is audit-logged with the account and the timestamp.

### 3.2 Ticket Status Tracking
**What it does:** Lets the Training Institute track its support tickets: the Institute sees the ticket list with status, the status timeline per ticket, the support responses, and the option to add comments or close a ticket. The Institute stays informed on every issue. This keeps the Institute in the loop.

**Sub-features:**
- Ticket list with status
- Status timeline per ticket
- Support responses shown
- Add a comment
- Close a ticket
- Ticket search and filter
- Tracking available on web and mobile
- Tracking event logging (commented, closed)
- Audit logging of the ticket status tracking

**Training Institute User Journey:**
1. Training Institute opens the ticket status tracking.
2. The ticket list with status is shown.
3. The status timeline per ticket is shown.
4. The support responses are shown.
5. Training Institute adds a comment.
6. Training Institute closes a ticket.
7. Training Institute opens Profile → "Activity" and confirms the tracking events are recorded.

**Rules & Edge Cases:**
- A closed ticket can be reopened within the window.
- A status change notifies the Institute.
- Tracking events (commented, closed) are logged with the account and the timestamp.
- The ticket status tracking is audit-logged with the account and the timestamp.

### 3.3 Support History & Satisfaction
**What it does:** Shows the Training Institute its support history and satisfaction: the resolved tickets, the resolution times, the satisfaction ratings given, and the support summary over time. The Institute can rate a resolved ticket. This measures the support experience.

**Sub-features:**
- Support history
- Resolved tickets shown
- Resolution times shown
- Rate a resolved ticket
- Satisfaction ratings shown
- Support summary over time
- History available on web and mobile
- History event logging (rated)
- Audit logging of the support history and satisfaction

**Training Institute User Journey:**
1. Training Institute opens the support history.
2. The support history is shown.
3. The resolved tickets are shown.
4. The resolution times are shown.
5. Training Institute rates a resolved ticket.
6. The satisfaction ratings are shown.
7. Training Institute opens Profile → "Activity" and confirms the history events are recorded.

**Rules & Edge Cases:**
- A rating is given once per resolved ticket.
- The summary is shown over the selected period.
- History events (rated) are logged with the account and the timestamp.
- The support history and satisfaction is audit-logged with the account and the timestamp.