Your guide to the Gorgias SLA policy: Setup, tracking & automation

Setting up a Service Level Agreement (SLA) is a big step for any ecommerce brand that genuinely cares about its customer experience. An SLA is your handshake deal with customers, a promise that you’ll get back to them and solve their problems within a certain timeframe. Gorgias, a mature and reliable platform, makes this easy by providing the tools needed to set clear expectations and meet them consistently.

Creating a Gorgias SLA policy is a straightforward process thanks to the platform's intuitive design. The key to long-term success is hitting those targets day in and day out, even when a flash sale goes viral or you're swamped during the holidays. By combining Gorgias's powerful tracking with proactive strategies, you can ensure your customer experience remains top-tier.

This guide will walk you through setting up your Gorgias SLA policy, exploring how to get the most out of manual management, and how you can use AI as a complementary tool to stay ahead of the game, prevent breaches, and keep your customers happy in 2026.

What is a Gorgias SLA policy?

A Service Level Agreement (SLA) is an internal promise you make about the level of service you'll provide. For customer support teams, this helps ensure reliable speed and quality.

A Gorgias SLA policy focuses on two key things:

• First response time (FRT): This is how long a customer has to wait for your team's first reply. It’s your first impression, and a quick response sets a positive tone for the entire interaction.

• Resolution time (RT): This measures the total time from when a customer creates a ticket until you mark it as solved. It’s a great indicator of your team's overall efficiency.

Inside Gorgias, you can set up different SLA policies for different channels. You might aim for a quick two-minute first response on live chat but give yourself up to six hours for email. A handy feature is that you can pause the clock outside of business hours, so your team is only held to goals during their active working time.

Ultimately, a Gorgias SLA policy helps you manage customer expectations and gives your team a clear, measurable goal to aim for.

How to set up and track your Gorgias SLA policy

Getting your first SLA policy running in Gorgias is straightforward. The platform is designed for ease of use, allowing you to focus on your customers.

Creating your first Gorgias SLA policy

First, you'll need to go to Settings -> Productivity -> SLAs. You’ll see two options. You can either use a pre-built template for channels like email or chat (a nice shortcut) or click Create SLA to start from scratch.

From there, you’ll name your policy, pick the channels it applies to, and set your goals for first response time and resolution time. You can set these in minutes, hours, or days. Once you hit save, the policy is active and will apply to all new tickets on those channels.

Monitoring Gorgias SLA policy performance with the SLA report

After your policies are live, you can check on your team's performance by heading to Statistics -> Support Performance -> SLAs. This dashboard gives you a bird's-eye view of your progress.

You’ll see two main numbers:

• Achievement rate: The percentage of tickets that met all your SLA goals.

• Breached rate: The percentage of tickets that missed at least one of your SLA targets.

You can filter this report by date, channel, or specific policy to get a better look at the details. It's helpful for seeing how your performance scales as your team grows. This native reporting is a powerful tool for analyzing performance and is most effective when used alongside proactive support strategies.

Managing a Gorgias SLA policy at scale

Having an SLA policy is a great start, and Gorgias provides excellent tools to manage it. As your brand grows, the day-to-day reality of customer support can become more complex, and staying ahead of your goals requires consistent focus.

Analyzing performance data

The Gorgias SLA report is a valuable tool for post-interaction analysis. It helps team leads identify long-term trends and coaching opportunities. To supplement this, many high-growth teams also look for ways to intervene in real-time to ensure every customer gets a fast response. Effective management involves using these insights to refine your workflows and support your team.

Navigating a sales rush

Imagine your marketing team’s latest campaign is a massive hit. Suddenly, your support inbox is exploding. During these peaks, even the most capable agents can benefit from extra support to prioritize effectively. Maintaining your Gorgias SLA policy during high-volume periods is a mark of a mature support operation, ensuring your customers feel valued even during the busiest times.

Optimizing administrative work

When an SLA target is missed, managers often look deep into the data to understand the cause. Whether it's a need for more training or a bottleneck in a specific process like returns, Gorgias provides the data to help you find the answer. Minimizing this manual detective work allows managers to focus on high-impact tasks like coaching their team or improving workflows.

Using AI to hit your Gorgias SLA policy goals

You can enhance your existing Gorgias setup by using an AI agent to work alongside your team. This is a complementary option that works within the Gorgias ecosystem, acting as an efficient assistant rather than a replacement for your skilled agents.

Support first response time with smart replies

An AI agent can respond to new tickets as they arrive, 24/7. This helps ensure your first response time target is consistently supported. A tool like eesel AI learns from your past Gorgias tickets to provide helpful, context-aware responses that can begin resolving the customer's query immediately.

Improve resolution time by automating common questions

Many support tickets involve repetitive questions such as "Where's my order?" or "What's your return policy?" An AI agent can address these quickly, often allowing the ticket to be resolved immediately. This clears the way for your agents to focus on complex issues where their expertise is most valuable. The eesel AI agent connects directly to your help center, past tickets, and your Shopify store to provide accurate answers.

Streamline workflows with AI-powered triage

For tickets that require human intervention, speed remains a priority. An AI agent can analyze an incoming ticket, understand the context, and automatically tag it, set the priority, and route it to the correct team. eesel AI offers an "AI Triage" feature that integrates with your Gorgias setup, ensuring complex tickets reach the right expert quickly.

Test your impact with confidence

If you're interested in AI for customer support, eesel AI's simulation mode allows you to test the setup on your historical tickets. This provides a data-backed forecast of how it will impact your resolution rate and Gorgias SLA policy achievement in a safe environment, allowing you to refine the automation before it goes live.

Gorgias pricing overview

Gorgias offers various tiered plans to match different team sizes and needs. This mature platform provides a comprehensive suite of features for ecommerce support.

Plan	Price (billed monthly)	Key features
Starter	$60 / month	50 conversations/mo, basic help desk features for small teams.
Basic	$360 / month	300 conversations/mo, phone & voice channels, 15 integrations.
Pro	$900 / month	2,000 conversations/mo, revenue statistics, satisfaction surveys.
Advanced	$2,500 / month	5,000 conversations/mo, dedicated success manager, advanced reporting.
Enterprise	Custom	Custom conversation volume, enterprise-grade security and support.

Pricing can change, so it’s always a good idea to check the official Gorgias pricing page for the latest info.

Master your Gorgias SLA policy with automation

A Gorgias SLA policy is an essential tool for setting high standards for your support team. It defines what great service looks like for your brand. By pairing the robust measurement tools in Gorgias with proactive AI automation, you can consistently meet and exceed your targets.

When you use automation to complement your Gorgias workflow, your team can spend less time on repetitive questions and more time on high-value conversations. This ensures your customers get the fast, helpful service they expect from a leading ecommerce brand.

Ready to see how AI can enhance your Gorgias workflow?

Try eesel AI for free and see it in action in minutes.