SLA rules

Never miss a response deadline

Set response time targets per board or tag. Drag tracks SLA compliance automatically and escalates before deadlines are missed.

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Customer Support

SLA RulesCustomer Support

First response

1 hour

94% met

Resolution time

24 hours

87% met

Urgent first response

15 min

72% met

Breached

Invoice query - Sarah Mitchell

SLA breached · 2h 14m overdue

Auto-escalate to manager when breached

Works with

via MCP

Response time guarantees, enforced automatically.

Response timers

SLA timers

Set response time targets per board (2h for support, 4h for billing) or per tag (1h for VIP, 24h for general). Drag starts the clock when the email arrives and tracks elapsed time automatically.

Lisa Park

Contract renewal

1h 30m left

Tom Bradley

API issue

25m left

Daniel Okonkwo

Account locked

BREACHED - 15m over

Maya Singh

Feature request

No SLA

Auto-escalation

Escalation alerts

Get notified before a deadline is missed, not after. Configure warning thresholds: alert at 75% of SLA time, escalate at 90%. Notifications go to the assignee, their manager, or a Slack channel.

timerSLA Rules

URGENT tagged emails

First response

30 minutes

Resolution

4 hours

All Support board emails

First response

2 hours

Resolution

24 hours

scheduleSLA timers pause outside business hours (9am\u20136pm GMT)

Compliance reports

SLA compliance reports

Track SLA performance across your team. See compliance rates by agent, by board, by tag, and by time period. Identify patterns. Are Monday mornings a problem? Is one tag consistently breaching?

SLA Met

94%

This week

Avg First Response

12m

Target: 30m

Breaches

This week

auto_awesomeAI + Developers

Your shared inbox, accessible from any AI tool.

Connect your inbox to the AI tools your team already uses. Read, reply, assign, and resolve through MCP, API, or Drag Agent.

+Any MCP client

Drag Agent

Classifies, drafts, and resolves tickets end-to-end.

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MCP Server

25 tools for read + write access from any AI client.

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REST API

Boards, threads, contacts, automations. Webhooks included.

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AI Drafts

Reads the thread, drafts a reply in your team's tone.

From startup SLAs to enterprise contracts.

Start with internal targets. Scale to contractual obligations.

Even if you don't have formal SLAs with customers, internal response time targets make your team faster and more accountable. Set a 2-hour first-response target for support emails and watch your average drop.

For teams with contractual SLAs, Drag enforces them automatically. VIP customers with a 1-hour SLA get escalation alerts at 45 minutes. Enterprise accounts with a 4-hour resolution target get warnings at 3 hours. No spreadsheet tracking needed.

SLA rules respect business hours. A support email that arrives at 6pm on Friday doesn't start its SLA clock until 9am Monday (if that's your working hours configuration). No false alarms on weekends.

SLA data feeds into card reports and team analytics, giving you a complete picture of your team's performance against targets.