# First-response targets for every priority, with a warning before they slip

> Set a first-reply target for each priority, the SLA in your support agreement. Navbatly works out when each reply is due, warns you before it's late and tells you if it is.

- Canonical page: https://navbatly.com/features/response-targets
- Language: en-GB
- Also in: [Русский](https://navbatly.com/ru/features/response-targets.md), [Oʻzbekcha](https://navbatly.com/uz/features/response-targets.md)
- Last reviewed: 29 October 2026
- Maintained by: Karve Digital (hello@karvedigital.com)

Promise clients a first reply within a set time for each priority: the SLA in your support agreement. Navbatly works out when each reply is due, warns you before it's late, and tells you if it is.

## How it works

1. **Set targets on your plans.** A target per priority, like 1 hour for urgent, 4 for high, 8 for normal and 24 for low. A new contract copies its plan's targets, and you can change them per contract.
2. **Each request gets a due time.** When a client request comes in, from their link or by email, Navbatly sets when its first reply is due from its priority and its contract's target.
3. **A warning before it's late.** Whoever has the ticket gets a warning an hour before the reply is due, or half way through a shorter target, and a notice if it goes past.
4. **Answered, and it's settled.** Once you reply, ask the client for something or move the ticket on from Open, the due time is fixed and counts as met or missed.

## Where you see it

- **New requests:** Requests nobody has picked up yet, soonest reply due first, with the time beside each one.
- **On every ticket:** A badge with the time the reply is due, or that it is overdue. The ticket list can show only overdue ones.
- **On the client's report:** How many of the month's requests got a first reply within the agreed time, so the client sees you keep your promise.

## What counts as a first response

The first of these stops the clock:

- **A reply to the client:** An email reply from the ticket that was actually delivered.
- **Asking the client for something:** The first client action asked of someone with an email address.
- **Moving the ticket on:** The first move out of Open, to in progress, testing, waiting on client or done.

## Questions about response targets

### Do nights and weekends count?

Yes. Targets run on the clock, nights and weekends included, so set them to match what your agreement promises.

### What if the priority changes before we reply?

The due time follows the new priority, and the contract's target for it, until the first response. After that it is fixed.

### Does every ticket get a due time?

Every client request on a contract with a target for its priority does. Sub-tickets, tickets opened by a schedule and work logged after the fact don't.

### Who gets the warning?

Whoever the ticket is assigned to, then whoever opened it, otherwise the team's owners and admins.

## Keep the promise in your support agreement

Create a team, set targets on your plans, and every new request gets its reply-by time. Create a team at https://navbatly.com/register, or email hello@karvedigital.com.