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SLA policies define the service level commitments you make to your clients. Each policy sets response time and resolution time targets based on ticket priority, scoped to your business hours and timezone.

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What SLAs track

Every SLA policy measures two things:
  • Response time — How long until a technician sends the first reply after a ticket is created.
  • Resolution time — How long until the ticket reaches Resolved status.
Both timers respect business hours. Time outside your configured working hours does not count against the SLA.

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Creating an SLA policy

1

Navigate to SLA Policies

In the PSA module sidebar, click SLA Policies, then click Create Policy.
2

Set priority targets

Define response and resolution times for each priority level (Critical, High, Medium, Low). For example: Critical = 15 min response, 4 hour resolution.
3

Configure business hours

Set your working hours and days. SLA timers only run during these hours.
4

Set timezone

Select the timezone used for business hours calculation. This determines when the SLA clock starts and stops each day.
5

Save and assign

Save the policy and assign it to one or more clients. Each client can have a different SLA policy.

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SLA statuses

A breached SLA cannot be reversed. Even if the ticket is later resolved, the breach is recorded permanently for reporting purposes.

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SLA pausing

The SLA resolution timer pauses when a ticket enters the Waiting on Customer status. This prevents time spent waiting for a customer reply from counting against your resolution target. The timer resumes when the customer responds or the technician moves the ticket back to In Progress. Response time is not paused — it is measured only once (time from creation to first reply).

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Escalation rules

Configure automatic escalation when an SLA is at risk or breached:
  • Reassign the ticket to a senior technician or team lead
  • Notify a manager via email or in-app notification
  • Change priority to escalate urgency
Escalation rules are configured per SLA policy under the Escalation tab.

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SLA compliance reporting

View SLA performance across clients and time periods in PSA → PSA Reports. The Service Desk Overview report includes:
  • SLA compliance percentage (met vs breached)
  • Average response and resolution times
  • Breach trends over time
  • Per-client SLA performance breakdown
SLA data is also visible on individual tickets via the SLA badge, and on the PSA dashboard as an aggregate metric.