Configure service levels

Configure an SLA when a ticket needs response and resolution targets. An instance administrator can manage the selected tenant’s policies, calendars and reporting at /admin/tenant-sla-settings.

Choose the tenant first. A policy’s scope, ticket type, optional service and priority determine which work it matches.

Create a policy

1. Open Policies and select Create.
2. Enter Name and Description, then choose Applies To for the ticket type.
3. Add Service Id (optional) or Priority (optional) only when narrowing the policy intentionally. Set Response Time (hours) and Resolution Time (hours).
4. Review Active and any escalation rules, then create the policy.

More specific matching policies take precedence; Match Rank breaks ties after specificity. Keep overlapping policies understandable so an operator can explain which target should apply.

Escalation rules identify a response or resolution metric, a trigger percentage and recipients. Verify the intended recipients and the outgoing email configuration before relying on email warnings.

Set working time

Open Working calendars. Create or edit a calendar with its Time Zone and weekly start/end rules, and review Active.

Under Calendar association, enable Use business hours when appropriate and optionally select an Explicit calendar. Select Save settings. A valid explicit calendar wins; otherwise the active tenant calendar is used, then the active system calendar.

The selected timezone and weekly hours affect the meaning of a target. Check the calendar against the team’s actual coverage before interpreting a response deadline.

Verify the result

Create a representative test ticket that matches the policy. On its detail page, inspect SLA: response and resolution remaining time, progress and status should agree with the chosen policy and calendar.

Authorized operators can use Pause SLA and Resume SLA when available. Record the pause reason and check the displayed state after the action. Keep the ticket’s work and communication history current while time is paused.

Schedule a report

Under Reporting, choose Create subscription. Set Frequency, applicable weekly day, Send Time, Timezone, Lookback Days and Recipients. Review Active, then choose Save subscription.

Confirm the saved schedule and recipients. If an expected report or escalation doesn’t arrive, check its generation context and email delivery records separately; a saved subscription alone doesn’t establish successful delivery.

Tenant SLA interface · Policy matching · Calendar selection