Supportcandy Service Level Agreement is a time-based deadline management add-on that enables support teams to promise and track specific response and resolution times for customer tickets. This add-on calculates and automatically shows the SLA time by using pre-set SLA policies so that you can keep the promises. It ensures that critical technical queries or high-priority issues never miss their intended deadlines.
WPExclusive members get access to Supportcandy SLA as part of a full plugin and theme library — plans from $9.99/month. See the full SupportCandy collection →
What Is Supportcandy Service Level Agreement?
Supportcandy Service Level Agreement is developed by supportcandy and is a support plugin for WordPress. It belongs to the support category on WPExclusive, alongside other tools for customer service management. The add-on allows administrators to define exact timeframes for agents to handle different types of incoming tickets.
Supportcandy SLA solves the problem of untracked ticket aging and delayed responses by introducing conditional deadlines. It is built for businesses that need to maintain strict service commitments based on ticket priority or category.
Supportcandy Service Level Agreement Features
The feature set is built around automating the calculation of deadlines based on ticket attributes and internal commitments.
Customizable SLA Policies
An SLA policy is a set of conditions and time limits that determine the deadline for a specific ticket. Administrators can set different policies for various situations, such as requiring a first response to a high-priority ticket within 4 hours. Supportcandy SLA checks all policies whenever a ticket is modified to apply the closest matching deadline. This level of granularity is essential for complex support environments.
Automated Time Calculation
The plugin calculates targets based on two specific starting points: the date created or the date updated. This allows teams to track both initial response times and the time elapsed since a customer last replied. By setting the calculation from the last update time, agents are held accountable for maintaining the conversation flow within two days or any other specified timeframe.
Out of SLA Notifications
Supportcandy SLA includes a dedicated notification event for “Out of SLA” tickets. Email notifications are sent to recipients automatically if a deadline is missed, allowing supervisors to intervene immediately. This proactive alerting helps teams maintain high customer satisfaction by addressing overdue tickets before they escalate further.
Pricing
Check current pricing on the Supportcandy SLA sales page — WPExclusive members access it as part of their plan.
| Plan | Price | Sites | Includes |
|---|---|---|---|
| Personal | $79/yr | 1 Site | All Extensions |
| Professional | $149/yr | 5 Sites | All Extensions |
| Agency | $299/yr | 20 Sites | All Extensions |
| WPExclusive Membership | From $9.99/month | Unlimited | Supportcandy SLA + full library |
For developers managing multiple sites, a WPExclusive membership covers Supportcandy SLA plus hundreds of other plugins and themes — usually less than one premium license.
Latest Version
The current version is 3.2.0. The plugin requires at least WordPress version 5.6 and PHP version 7.4. WPExclusive updates plugin files promptly after each release.
How to Install
- Download the Supportcandy SLA .zip from your WPExclusive member account
- In WordPress: Plugins → Add New → Upload Plugin
- Select the .zip and click Install Now → Activate
- Navigate to Support → Settings → SLA to begin configuration
- Create your first SLA Policy by defining conditions and response time targets
Use Cases
Tiered Service Commitments
Companies can use Supportcandy SLA to offer varied response times based on customer priority levels. Higher priority categories can trigger shorter deadlines in the support system, ensuring VIP customers receive faster assistance.
Tracking Internal Resolution Performance
By using the “Date Created” calculation, managers can monitor exactly how long it takes for a ticket to move from submission to resolution. This helps identify bottleneck categories where agents consistently struggle to meet predetermined timeframes.
Agencies and Developers Managing Multiple Client Sites
Agencies can deploy consistent SLA standards across all client support portals. A WPExclusive membership makes this affordable by allowing the use of Supportcandy SLA on an unlimited number of client installations without individual license fees.
vs Alternatives
| Feature | Supportcandy SLA | Awesome Support SLA |
|---|---|---|
| Targeted Calculations | Creation/Update Date | Due Date Calculation |
| Condition Engine | Policy-based | Contract-based |
| Starting Price | $79/yr (Retail) | Premium Add-on |
| Available on WPExclusive | ✅ Yes | ❌ |
Browse the full support plugins on WPExclusive →
Pros and Cons
✅ Strengths
- Automatic calculation of deadlines based on ticket modifications
- Granular policy conditions for different support scenarios
- Native integration with SupportCandy core notifications
⚠️ Limitations
- Requires the core SupportCandy plugin to function
- Complex policy logic may require careful initial configuration
- Developer auto-updates require an active license key. WPExclusive publishes updates manually when new versions are released.
Is Supportcandy Service Level Agreement GPL Licensed?
Yes. Supportcandy Service Level Agreement is distributed under the GNU General Public License (GPL)—the same license that governs WordPress itself. GPL gives any user the legal right to use, study, share, and redistribute the software. This is the legal framework that makes WPExclusive’s membership model possible.
WPExclusive distributes 100% original, unmodified files—the same release the developer publishes. No injected code, no alterations, no security risks.
Get Supportcandy Service Level Agreement on WPExclusive
WPExclusive membership starts at $9.99/month, $87/year, or $149 lifetime—giving you Supportcandy Service Level Agreement plus every plugin and theme in the library, on unlimited sites.
Explore the full supportcandy collection → or browse all WordPress plugins →
Frequently Asked Questions
What does Supportcandy Service Level Agreement do?
Supportcandy Service Level Agreement is a support add-on used to set time-based deadlines for ticket responses and resolutions. Supportcandy SLA uses automated policies to ensure agents meet their commitments based on ticket priority.
Is Supportcandy Service Level Agreement free?
This is a premium add-on included in SupportCandy’s paid tiers. Via WPExclusive, you can access it starting at $9.99/month for unlimited sites.
What is the latest version of Supportcandy Service Level Agreement?
The current version of Supportcandy SLA is 3.2.0. WPExclusive members always receive the most current release as soon as it is uploaded to the library.
How much does Supportcandy Service Level Agreement cost?
Retail pricing starts at $79/year for a single site. Via WPExclusive, it is included in plans from $9.99/month for unlimited use.
Is it legal to use Supportcandy Service Level Agreement via WPExclusive?
The plugin is GPL licensed, which explicitly permits redistribution. WPExclusive provides original, unmodified files—fully within GPL terms.
How are policies applied in Supportcandy Service Level Agreement?
Supportcandy SLA checks all defined policies whenever a ticket is modified and applies the closest matching deadlines based on the conditions you set in the settings.
