Example SLA configurations

Here are some example SLA configurations and workflows.

• Basic SLA
• SLA that doesn’t track continuous time
• SLA with multiple cycles
• SLA based on due date

Basic SLA

This example looks at how you might create a very basic SLA for a service project with a basic workflow:

• All highest priority and blocker issues must be resolved within 24 hours.
• You provide 24/7 support for certain customers (these issues are labeled with 24h).
• You provide 9-5 support for all other customers, but you don't track SLA metrics for them.

Set the following conditions:

Set goals in the following order:

SLA that doesn’t track continuous time

This example looks at how you might create a more complex SLA by pausing the time counter during the workflow:

• Support wants to complete all issues within 40 hours. 
• Time spent waiting on the customer doesn't count against the 40 hour goal.

Set the following conditions:

Set the following goals:

SLA with multiple cycles

This example looks at how you might create a more complex SLA by starting and stopping the time counter throughout the workflow. 

• Support wants to respond to Service requests within two hours: this includes responding within two hours when the issue is created, as well as each time the issue is updated with more information from the customer.
• All other issues have a response time goal of 24 hours.

You might set up an SLA like this to track response times (for example, how long it takes your team to respond each time a customer updates an issue with more information). This example also illustrates how goals for different issue criteria can be tracked from a single SLA.

Set the following conditions:

Set goals in the following order:

SLA based on due date

Here's an example of how you might create a more dynamic SLA by pausing the time counter until a specified due date has passed. 

• Support want to complete all hardware requests within 24 hours. 
• They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. 
• All other issues have the same response time goal of 24 hours.

Set up an SLA like this if your team can't begin their work until a date in the future. For example, setting up a workstation when a new hire starts.

For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. Learn how to set up issue type fields

Set the following conditions:

Set goals in the following order: