11.2. Creating and Managing SLA Policies

Navigate to Settings > SLA > Policies tab. This section allows you to create, edit, and manage SLA policies that define response and resolution time targets.

Viewing Policies

The Policies tab displays a list of all configured SLA policies. You can see the policy name, description, and whether it is the default policy. Use the Actions menu on each row to Edit, Delete, or Set as Default.

Creating a New Policy

1. Click the + Add Policy button.
2. Fill in the policy details:
   • Policy Name: A descriptive name for the policy (e.g., "Standard SLA," "Premium Client SLA").
   • Description: An optional description of what this policy covers.
   • Business Hours Schedule: Select a business hours schedule that defines when SLA time counts. If none is selected, the tenant default schedule is used.
3. Add Targets for each priority level:
   • Priority: Select the priority (e.g., "Critical," "High," "Medium," "Low").
   • Response Time: The maximum time in minutes allowed for a first response.
   • Resolution Time: The maximum time in minutes allowed to resolve the ticket.
   • 24x7: Toggle on if this priority should be tracked around the clock regardless of business hours.
   • Escalation Thresholds: Set the percentage at which each escalation level triggers (default: Level 1 at 70%, Level 2 at 90%, Level 3 at 110%).
4. Add Notification Thresholds to define when notifications are sent:
   • Threshold Percent: The percentage of SLA time elapsed that triggers the notification (e.g., 50, 75, 90, 100).
   • Notify Assignee: Send notification to the ticket's assigned technician.
   • Notify Board Manager: Send notification to the board manager.
   • Notify Escalation Manager: Send notification to the escalation manager.
   • Channels: Choose notification channels — In-App, Email, or both.
5. Click Save to create the policy.

Assigning Policies

SLA policies can be assigned at three levels. When a ticket is created, the system checks these in order and uses the first match:

1. Client-level: Assign a policy to a specific client from the client's detail page. All tickets for that client will use this policy.
2. Board-level: Assign a policy to a board from the board settings. All tickets on that board will use this policy (unless the client has a specific policy).
3. Tenant default: Mark one policy as the default. It applies to any ticket that does not match a client-level or board-level assignment.

Editing and Deleting Policies

• Click Edit from the Actions menu to modify a policy's name, description, targets, or notification thresholds.
• Click Delete to remove a policy. Tickets already using the policy will retain their current SLA tracking.
• Click Set as Default to make a policy the tenant-wide default.