Deliver timely support, every time with SLAs
Hiver’s SLAs help you set and meet your response and resolution deadlines—effortlessly. Deliver fast, reliable, and always on-time service.
Unlimited users on Free plan ✦ No credit card needed
Trusted by 10,000+ Customer service, Finance & IT teams
Set your team’s performance benchmarks
with SLAs
Ensure timely responses
Set response and resolution targets for your agents to ensure customer inquiries are addressed promptly and efficiently.
Keep your team accountable
Use SLA reminders and breach alerts for every conversation, so your team stays accountable and meets customer expectations consistently.
Monitor team performance
Track SLA compliance in real time, identify bottlenecks and optimize workflows to improve overall service efficiency.
Meet customer expectations with real-time SLAs
Stay on top of customer queries
Set up SLAs for First Response and Resolution Times to ensure timely support across the customer service lifecycle. Prioritize queries based on upcoming and overdue SLAs to avoid escalations. Leverage Reminders and Alerts to ensure timely replies and avoid violations.
Manage SLAs with ease
Create and manage different SLAs for various query categories and configure multiple rules to prioritize responses and meet customer expectations consistently.
Stay in control of SLA violations
Define custom conditions for SLA violation across different query types to manage escalations smoothly. When a breach occurs, Hiver automatically tags the email with an ‘SLA violation’ label, keeping teams informed for swift action.
Align SLAs with your team’s Business Hours
Set Business Hours for your team and ensure SLAs align with their availability to prevent unnecessary violations. Configure custom Business Hours for a global customer base or teams across multiple time zones to maintain consistent and relevant response times.
Improve SLA performance with actionable insights
Easily track SLA compliance and violations with detailed reports. For deeper analysis, filter conversations by SLA policy, assignee, status, tags, type, and violation status. Export SLA data for detailed reviews and insights.
More features to help your team deliver
on-time customer service
Omnichannel Inbox
Organize, assign and track customer conversations across channels.
Automations
Triage, assign, and monitor tickets automatically with rule-based automations.
AI Copilot
Let AI deliver instant resolutions based on past context.
Integrations
Integrate with 100+ apps to bring in customer data and manage all tasks inside Hiver
Collaboration
Collaborate with your team members through notes, @mentions, and links.
Live Chat
Instantly answer queries from website visitors with AI-powered suggestions.
Knowledge Base
Create a repository of help articles to let customers find answers on their own.
Timed Automations
Schedule notifications and actions to never miss follow-ups or deadlines
“With Hiver, we've stopped missing emails, and I have better visibility into their resolution. It's essentially like having an additional person on my team.”
Nathan Strang, Ocean Freight Operations Manager
50%
decrease in email resolution time
90%
increase in productivity
65%
reduction in resolution times
100%
SLA success
rate
100%
increase in
productivity
“With Hiver, we've stopped missing emails, and I have better visibility into their resolution. It's essentially like having an additional person on my team.”
Nathan Strang, Ocean Freight Operations Manager
50%
decrease in email
resolution time
“We scrolled through inboxes weekly, to ensure nothing was missed. Missing even one email leaves a bad taste for learners. Hiver ensures that doesn’t happen.”
Emma Minnis, Interim Manager of Student Success
90%
increase in
productivity
“Our team operates more seamlessly with Hiver, leading to less back-and-forth. This has improved our accuracy and speed in processing vendor payments.”
Jill Tarnoff, Sr. AP Specialist at Ping Identity
65%
reduction in
resolution times
“I get visibility into the volume of emails, and the types of issues. I can now ensure that operational tasks are accomplished faster”
David Pinto, Business Development
100%
SLA success
rate
“Hiver is extremely easy to use. We hit the ground running right from day one. Also, their customer service is simply fantastic!”
Luke Thompson, Co-owner
100%
increase in
productivity
Frequently Asked
Questions
How does the 7-day free trial work?
When you sign up, you instantly get access to our Elite plan for 7 days. We will email you when your trial expires. You can then select a plan and pay by credit card to continue using the product. If you choose not to continue, your account will be suspended.
Which features can I use during the trial?
You get access to the Elite plan during your trial, which means you can use Hiver without any limits, and can also experience the best support we have to offer.
What happens at the end of my trial period?
If you do not upgrade your Hiver account during your trial period, your account will be suspended at the end of your trial. You can re-activate your account by upgrading within 7 days from the date of the end of your trial.
Do I need a credit card to sign up?
No, you do not. You will only be required to produce your credit card information when you upgrade to a paid subscription.
How do I import my existing emails to my Hiver shared inbox?
If you’d like your emails to be imported to your Hiver shared inbox, please write to us on support@hiverhq.com and we will assist you with the process. The duration of the import process depends on the number of emails to be imported.
Do I need to pay for all the users in my Google or Outlook account?
No. You just pay for the users you enable to access Hiver. You can control this from within Hiver and change the users at any time. If you add new users to your Google or Outlook account, you can easily add them to Hiver.
Ensure fast, reliable customer service
with Hiver.
Get unlimited users on the Free plan ✦ No credit card needed
