SLA

Rules shared across projects

An SLA scheme defines which statuses end response measurement, start or end resolution measurement, and pause the timer. The same scheme can be used in several projects.

Enable SLA in a project and assign specific parameters. Projects without SLA do not show task timers.

Times based on the request type

Set response and resolution times by task type and priority. Requests of different urgency can have different deadlines.

Enter parameters in minutes or hours. Search and sort rules in the configuration table.

• Response time and resolution time have separate settings.
• Choose working hours or round-the-clock timing for each measurement.

Two timers for each task

Response time runs from task creation until a status ends that phase. Resolution measurement uses the start and end statuses defined in the scheme.

The panel shows time remaining, how much of the limit has been used and the SLA state. Details include start, expected end and resolution dates.

• Colours distinguish tasks within the limit, overdue, paused and inactive.
• Response and resolution have separate bars and values.
• Panel visibility is controlled by a permission.

Status determines the pause

A status marked as pausing in the scheme suspends measurement. Timing resumes when the task leaves that status.

Pause time is subtracted from resolution time. The paused state is visible in the task panel.

Working hours or around the clock

Timing can run continuously or between 08:00 and 16:00. Working-hours mode takes account of days off in the company's main calendar.

The selected mode is used to calculate both elapsed time and the expected completion deadline.

A request returns to work

Measurement is based on status change history. If a resolved task is reopened and leaves the status that ends SLA, resolution time continues to be counted.

Priority, type and project rules determine the task's time limit. There is no need to start a separate stopwatch manually.