Example: creating an 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: