SLAs & business hours

Overview

• SLA policies match by request type, priority, and team. The most specific match wins — request type is weighed highest, then priority, then team.
• Targets are hours-based (first-response and resolution) and can run against the business-hours schedule so weekends and holidays don't burn the clock.
• Pause statuses are configurable per policy — no status pauses by default. Waiting on requester and Waiting on approval are common choices.
• Escalation rules fire when a request crosses an admin-defined percentage (1–200%) of its resolution window, and can notify, reassign the team, or bump priority. Each rule fires at most once per request.

Step by step

1. 01

   Define your business hours

   Settings → Business hours. Pick the org timezone, working days, and daily windows (multiple windows per day supported). Add a holiday calendar. One schedule per organization.

2. 02

   Create a policy

   Settings → SLAs → New. Match by priority + request type + team. Set first-response and resolution targets in hours, and enable business-hours math if you want the schedule applied.

3. 03

   Configure pauses

   On the policy, choose which statuses pause the clock. Nothing pauses unless you add it — Waiting on requester and Waiting on approval are the usual picks.

4. 04

   Add escalations

   Per policy, add one or more escalation rules. Each picks a threshold (% of the resolution window), an action (notify, reassign team, or bump priority), and a target.

Good to know

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