Skip to content

SLA System

The SLA system sets deadlines, tracks risk, and escalates tickets when work is taking too long.

What SLA Does

  • Sets response and resolution deadlines from the ticket priority.
  • Tracks whether a ticket is on time, at risk, or breached.
  • Raises escalation level when configured time windows are exceeded.

SLA Status Meaning

  • on_track: the ticket is still comfortably inside the SLA window.
  • at_risk: the ticket is still open, but time is running out.
  • breached: the due time has passed.

Rules

  • Urgent: 15 min response, 2 hr resolution, 1 hr escalation window.
  • High: 30 min response, 4 hr resolution, 2 hr escalation window.
  • Medium: 60 min response, 24 hr resolution, 12 hr escalation window.
  • Low: 120 min response, 72 hr resolution, 48 hr escalation window.

SLA rules configuration in dashboard Caption: Priority-based SLA rules shown in System Configuration.

How It Works

Ticket created
    -> priority rule lookup
    -> response_due_at and resolution_due_at set
    -> SLA monitor checks elapsed time
    -> status changes to on_track, at_risk, or breached
    -> escalation level updates when needed

When simulate_fast_sla is enabled, the system uses shortened demo deadlines so breaches appear quickly.

What Users See In The Dashboard

  • Ticket SLA status in the jobs table.
  • Countdown and progress indicators on ticket rows.
  • Breached and escalated ticket views for operations users.
  • SLA settings for response, resolution, and escalation windows.

Escalation controls in dashboard Caption: Escalation and notification controls in the SLA settings panel.