Shopify Support SLA After Hours
After-hours SLA without an agent is a job posting for a night shift you will not hire.
After-hours SLA without an agent is a job posting for a night shift you will not hire.
The formula
Publish it. Then cover it. An SLA that dies at 6pm is a marketing line. Write the inputs on a napkin: tickets, minutes, loaded hourly, software, refunds you treat as ops. If an input is missing, you do not have a KPI — you have a mood.
Human touches on this ticket type before vs after the change.
What “good” looks like
- After-hours first response that still moves (an agent, not a hero).
- Reopen rate that does not rise when AHT falls.
- Cost per order that finance will repeat without a footnote.
- CSAT split by ticket type — late freight vs refunds are not the same sport.
How this number lies
Resolution % without reopens is how you reward the fast wrong refund.
Split it or ignore it
If your desk cannot cut the number by type (WISMO, refund, exchange, other), change the reporting before you change the tool. A single tile is a billboard.
Load this rule into Relay and stop solving support sla after hours by hand at midnight.
