11.1. SLA Tracking for MSP Tickets: Response Time, Resolution Time, and Escalation

AlgaPSA 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 in a pause-configured status or has an "Awaiting Client" response state, and resume when work continues. Pause rules are also evaluated at ticket creation, so a ticket created directly in a pausing status or awaiting-client state starts paused immediately — no SLA time accrues before the first status change.
• Closed-Status Handling: If a ticket is created directly in a closed status (for example via automation or import), its SLA is recorded as resolved at the moment of creation and no timer is ever started. The ticket retains its SLA data for reporting purposes but cannot breach.
• 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.