11.1. Understanding SLA Tracking

Alga PSA includes a Service Level Agreement (SLA) system that automatically tracks response and resolution times for tickets against configurable service level targets.

• Two-Phase Tracking: Each ticket tracks two milestones — First Response (how quickly a technician replies) and Resolution (how quickly the ticket is closed).
• Automatic Deadlines: When a ticket is created, the system automatically calculates response and resolution deadlines based on the assigned SLA policy and business hours schedule.
• SLA Status: Every ticket with SLA tracking shows a status indicator — On Track (green), At Risk (yellow), Breached (red), or Paused (gray).
• Notifications: As deadlines approach, the system sends in-app and email notifications at configurable thresholds (e.g., 50%, 75%, 90% of time elapsed).
• Escalation: When SLA thresholds are crossed, tickets can be automatically escalated to designated managers.
• Pause/Resume: SLA timers automatically pause when a ticket is waiting on the client or moves to a configured pause status, and resume when work continues.
• Policy Hierarchy: SLA policies can be assigned at three levels — per client, per board, or as a tenant-wide default. The most specific assignment takes priority.

Where to Find SLA Information

• Ticket List: The optional SLA column shows a compact status indicator with remaining time for each ticket. Enable it from Settings > Ticketing > Ticket Display Preferences. You can also filter tickets by SLA status using the SLA Status filter.
• Ticket Details: The ticket detail view displays the SLA status badge with response and resolution deadlines.
• SLA Settings: Navigate to Settings > SLA to configure policies, business hours, pause rules, and escalation managers.
• SLA Dashboard: The Dashboard tab in SLA Settings shows compliance metrics, trends, and at-risk tickets.