schedule SLA Management
Define service level agreements and time-based constraints to ensure timely completion, maintain service quality, and track performance against commitments.
Proactive Time Management
Stay ahead of deadlines with automated tracking, early warnings, and escalation rules that prevent SLA breaches.
psychology What It Does
SLA Management provides comprehensive time-based constraints and automated monitoring to ensure your team meets service commitments and maintains consistent performance standards.
Core SLA Capabilities
Phase-Based Time Tracking
Set time limits for each workflow phase with automatic color-coded visual indicators as deadlines approach
Early Warning Alerts
Receive notifications before SLA breaches occur, giving teams time to take corrective action
Automatic Escalation
Configure rules that automatically escalate overdue items to managers or designated team members
Performance Analytics
Track SLA compliance rates, identify bottlenecks, and measure team performance over time
Priority-Based Rules
Different SLA targets based on priority levels, ensuring critical items get appropriate attention
Visual Status Indicators
Color-coded cards and phase indicators that provide instant visual feedback on SLA status
schedule SLA Status Colors
Within SLA timeframe with comfortable buffer
75% of SLA time consumed, needs attention
SLA timeframe exceeded, immediate action required
thumb_up Why This Matters
Client Trust & Satisfaction
Consistently meet promised response and resolution times, building stronger relationships with clients who depend on your services.
Team Performance Improvement
Clear time expectations and automated alerts help teams prioritize work and improve their response times naturally.
Management Visibility
Managers get real-time insight into team workload and performance without constantly asking for status updates.
Compliance & Documentation
Maintain detailed records of response times and SLA compliance for audits, contracts, and quality certifications.
build_circle How It Works
Setting Up SLA Rules
Define Phase Time Limits
Set maximum time allowed for each workflow phase based on priority level
Configure Warning Thresholds
Set when alerts should trigger (e.g., at 75% of time limit)
Set Priority Rules
Different SLA targets for Critical, High, Medium, and Low priority items
Configure Escalations
Define who gets notified when SLAs are approaching or breached
Customize Visual Indicators
Choose colors and display options for SLA status indicators
Monitor & Adjust
Review performance data and adjust SLA rules based on team capacity
lightbulb Best Practice
Start with realistic SLA targets based on historical performance, then gradually tighten them as your team improves. Overly aggressive SLAs can stress teams and reduce quality.
table_chart Sample SLA Configuration
Priority-Based Response Matrix
Example SLA configuration showing how different priority levels can have different time constraints and escalation rules.
| Priority Level | First Response | Resolution Target | Warning Alert | Escalation |
|---|---|---|---|---|
| Critical | 15 minutes | 4 hours | At 10 minutes | Immediate to manager |
| High | 2 hours | 24 hours | At 90 minutes | After 12 hours |
| Medium | 8 hours | 72 hours | At 6 hours | After 48 hours |
| Low | 24 hours | 7 days | At 18 hours | After 5 days |
groups Perfect For
Customer Support Teams
Maintain consistent response times for support tickets with automatic escalation for critical issues and SLA compliance tracking.
- • First response within 2 hours
- • Resolution within 24-48 hours
- • Critical issues escalated immediately
Professional Services
Meet client project deadlines and deliverable commitments with time-based project phases and milestone tracking.
- • Project milestone deadlines
- • Client communication response
- • Deliverable review timeframes
Development Teams
Track sprint commitments, bug fix response times, and feature delivery deadlines with automated sprint SLA monitoring.
- • Bug response within 4 hours
- • Sprint story completion
- • Code review within 24 hours
HR Departments
Maintain consistent hiring process timing and employee request response times with automated escalation for time-sensitive HR matters.
- • Interview scheduling within 3 days
- • Leave request approval within 2 days
- • Offer letters within 1 week
Finance & Accounting
Ensure timely invoice processing, expense approvals, and financial reporting with deadline tracking and escalation rules.
- • Invoice approval within 5 days
- • Expense report processing 3 days
- • Payment processing within 7 days
link Related Features
timeline Phase Management
Configure workflow phases with time-based constraints and SLA tracking
notifications Alerts & Communication
Set up automated notifications and escalation alerts for SLA breaches
analytics Custom Dashboards
Create dashboards to monitor SLA performance and team metrics