SLAs & priorities

Set up priorities in fam. to match how your team really works. Name them however you like, assign custom colors, and define up to three SLA levels for each one. Mark high-priority tickets as urgent so they show up in a dedicated view. When something serious happens, users can flag new tickets as emergency to make sure they get seen and handled fast.

With each priority, fam. lets you fine-tune SLA tracking to fit real-world workflows and contracts. Configure response, first visit, and resolution stages with flexible time settings, skip specific days like weekends, and turn off any step you don't need. The platform keeps track of progress automatically and gives you built-in filters and reports to stay on top of vendor performance.