---
title: "Setting a Shopify support SLA for first response"
url: "https://www.getclearbox.com/shopify-support-sla"
locale: en
description: "A Shopify support SLA sets a target first response time you can actually track. Clearbox measures median FRT and resolution so your SLA is a real number, not a promise."
---

# Setting a Shopify support SLA for first response

A Shopify support SLA sets a target first response time you can actually track. Clearbox measures median FRT and resolution so your SLA is a real number, not a promise.

An SLA only works if you can measure it. Here is how small Shopify teams set and hit a first-response SLA.

## Pick a realistic first-response target

Start from your current median FRT and set a target slightly tighter. An SLA you can meet builds trust; an impossible one just causes stress.

## Measure it automatically

Clearbox tracks median first response time and resolution, so you know whether you are hitting the SLA without manual tallies.

## Hit it with assignment and macros

Clear ownership prevents threads stalling, and macros make common replies one click—both keep you inside the SLA at volume.

## Related

- [Improve first response time](/shopify-first-response-time)
- [Support metrics dashboard](/shopify-support-metrics-dashboard)
- [Shopify support inbox](/shopify-support-inbox)
- [Measure & improve CSAT](/shopify-support-csat)

## FAQ

### Does Clearbox track SLA metrics?

It tracks median first response time and resolution, the core numbers behind a first-response SLA.

### What SLA should a small Shopify team set?

Base it on your current median FRT and tighten gradually; consistency matters more than a heroic number.

### How do I avoid missed threads?

Assignment and live presence keep every thread owned so none sit unanswered.

### Can I report SLA performance?

Yes—metrics and CSV export support reporting.

## Sitemap

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- Markdown: https://www.getclearbox.com/shopify-support-sla.md
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