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

Example SLA configuration

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.

Example issue workflow

For further information about how SLAs with multiple start and stop conditions appear in the SLA tracker, see Setting up SLAs.

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