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SLA

An SLA holds a task to a response and a resolution deadline, measured in working time. When a task comes in, it gets response and resolution due dates stamped on it. While the task waits on someone else, the clock pauses, and when work resumes the deadlines shift forward by the time it was paused. If a deadline passes while the task is still open, the task is marked breached and its escalation level rises. The clock counts only your working hours, so it never runs overnight, on weekends, or on holidays.

When you’d use it

  • Commit to a response and resolution time on a service offering and track it on every request.
  • Measure against a real work week so a deadline does not tick down outside business hours.
  • Pause the clock while a request is on hold or pending someone else, then resume it fairly.
  • Escalate a breach by letting a rule or notification react the moment a deadline is missed.

What you manage

You set SLAs on a Service Offering (Service Delivery → Service Offerings, /services/offerings) and define the working-time calendars they use (in the admin guides). What you configure:

  • Due windows. The response and resolution targets the offering commits to.
  • A business calendar. Timezone, work week, and holidays. With no calendar, the clock runs round-the-clock instead.
  • Which states pause the clock. Configured per state (for example, on hold or pending pause; a closed state stops it).

The SLA Monitor tab shows the live picture across tasks.

How the SLA clock runs, pauses, and breachesAt intake the response and resolution due windows are stamped and the clock starts running. A pause state stops the clock, and leaving it shifts the due windows forward by the paused working time. If a due window passes while the task is still open, the task is marked breached and escalated.

intake stamps due windows

enter pause state

resume, shift due by paused time

due window passes, still open

Running

Paused

Breached

Good to know

  • A task with no calendar falls back to round-the-clock minutes. Attach a calendar when you want the clock to respect working hours.
  • A breach fires once, not repeatedly. That single breach is what your notification and business rules watch to escalate.
  • Which states pause, stop, or run the clock is data-driven per state, so you control pausing without touching code.
  • Holiday dates come from a library, not a live service, so results are the same every run.

How it connects

The SLA runtime owns the deadlines: stamping them, pausing and resuming, and detecting a breach. Sending the escalation message belongs to Notifications, and running the escalation belongs to Business rules. Intake stamps the SLA as part of Service Hub routing.

  • Define calendars and offering SLAs in the admin guides.
  • Exact shapes: task columns sla_response_due_at, sla_resolution_due_at, sla_paused_at, sla_breached, escalation_level; calendar tables fl_business_calendars and fl_calendar_holidays; every term in the glossary.