Overview

Core's SLA Management helps you define and enforce service level agreements with configurable response and resolution targets, automatic tracking, escalation rules, and breach notifications.

SLA Policies

Creating an SLA Policy

1. Navigate to Settings > SLA
2. Click New SLA Policy
3. Enter policy name and description
4. Configure targets by priority level
5. Set escalation rules
6. Save the policy

Priority-Based Targets

Define response and resolution targets for each priority:

Adjust these targets based on your service agreements.

Business Hours

Configure when SLA clocks run:

1. Go to Settings > SLA > Business Hours
2. Set working hours for each day
3. Add holidays and non-working days
4. SLA timers pause outside business hours

SLA Tracking

Automatic Timer Start

SLA tracking begins automatically when:

• A ticket is created
• The ticket matches SLA policy criteria
• The priority is set

Timer Behavior

The SLA timer behavior varies by ticket status:

Admins can also pause the resolution timer by ticket category in Settings > SLA. This is useful for categories such as Projects, where work may follow a project workflow while still needing SLA time paused.

Open a ticket's SLA badge to see the response and resolution clock details, including counted time, excluded time, paused periods, and whether each target is met, pending, breached, or exempt. Helpdesk admins in the customer portal can see SLA timing for tickets from their own company.

First Response

The response timer stops when:

• A public reply is sent to the customer
• The ticket status changes to "In Progress" or similar
• A technician is assigned (configurable)

Resolution

The resolution timer stops when:

• The ticket is marked Complete
• The ticket is closed

Escalation Rules

Time-Based Escalation

Configure automatic escalation:

1. Edit your SLA policy
2. Go to Escalation Rules
3. Add escalation thresholds:
   • At 75% of target: Notify assigned technician
   • At 90% of target: Notify team lead
   • At breach: Notify manager

Escalation Actions

When escalation triggers:

• Email notification: Alert specified users
• Slack message: Post to a channel
• Assignment change: Reassign to escalation contact
• Priority bump: Increase ticket priority

Breach Management

Viewing Breached Tickets

Find SLA breaches:

1. Go to Tickets
2. Filter by SLA Status = "Breached"
3. Sort by breach time to prioritize

Breach Notifications

SLA breach and warning notifications are automatically sent to the assigned technician via:

• In-app notification: Appears in the notification inbox (respects your inbox notification preferences)
• Email: Sent to the assigned technician (respects your email notification preferences)
• Slack: Posted to your configured SLA Slack channel (set in Settings > Business)

SLA Dashboard and Reports

Track SLA performance:

1. Go to Reports > SLA Dashboard for a 30-day overview by priority, technician, and company
2. Use Reports in the dashboard header for detailed, filterable exports

The dashboard counts only tickets with an SLA policy that is currently enforced. Compliance percentages use tickets resolved in the last 30 days. Active Breaches and At Risk include every open enforced ticket, even if it was created earlier. Daily trends use your workspace timezone, and technician results include internal staff only.

SLA Exemptions

Marking Tickets Exempt

Some tickets may need SLA exemption:

1. Open the ticket
2. Find the SLA section
3. Enable SLA Exempt
4. Confirm the exemption

Exempt tickets:

• Are not tracked for SLA compliance
• Don't trigger breach notifications
• Show as "N/A" in SLA reports

When to Use Exemptions

Consider exemptions for:

• Informational tickets
• Internal requests
• Out-of-scope work
• Special arrangements

Applying SLA Policies

By Contract

Link SLA policies to contracts:

1. Create or edit a contract
2. Set the SLA Policy field
3. Tickets for that contract's company use the policy while the contract is active

When a company has more than one active contract, Core prefers a directly assigned contract policy, then a policy for that contract, then a policy for its contract type. If none applies, Core uses the workspace default. Changing or removing the applicable policy updates open tickets without sending historical breach notifications.

Default Policy

Set a fallback policy:

1. Go to Settings > SLA
2. Select a Default Policy
3. Tickets without an applicable active-contract policy use the default

Best Practices

• Start conservative: Set achievable targets initially
• Review regularly: Adjust targets based on performance
• Use escalation wisely: Prevent alert fatigue with meaningful thresholds
• Document exemptions: Note why tickets are exempt
• Share reports: Keep stakeholders informed of compliance

See also

• Managing Tickets
• Reports
• Company Management

Overview

Core's SLA Management helps you define and enforce service level agreements with configurable response and resolution targets, automatic tracking, escalation rules, and breach notifications.

SLA Policies

Creating an SLA Policy

1. Navigate to Settings > SLA
2. Click New SLA Policy
3. Enter policy name and description
4. Configure targets by priority level
5. Set escalation rules
6. Save the policy

Priority-Based Targets

Define response and resolution targets for each priority:

Adjust these targets based on your service agreements.

Business Hours

Configure when SLA clocks run:

1. Go to Settings > SLA > Business Hours
2. Set working hours for each day
3. Add holidays and non-working days
4. SLA timers pause outside business hours

SLA Tracking

Automatic Timer Start

SLA tracking begins automatically when:

• A ticket is created
• The ticket matches SLA policy criteria
• The priority is set

Timer Behavior

The SLA timer behavior varies by ticket status:

Admins can also pause the resolution timer by ticket category in Settings > SLA. This is useful for categories such as Projects, where work may follow a project workflow while still needing SLA time paused.

Open a ticket's SLA badge to see the response and resolution clock details, including counted time, excluded time, paused periods, and whether each target is met, pending, breached, or exempt. Helpdesk admins in the customer portal can see SLA timing for tickets from their own company.

First Response

The response timer stops when:

• A public reply is sent to the customer
• The ticket status changes to "In Progress" or similar
• A technician is assigned (configurable)

Resolution

The resolution timer stops when:

• The ticket is marked Complete
• The ticket is closed

Escalation Rules

Time-Based Escalation

Configure automatic escalation:

1. Edit your SLA policy
2. Go to Escalation Rules
3. Add escalation thresholds:
   • At 75% of target: Notify assigned technician
   • At 90% of target: Notify team lead
   • At breach: Notify manager

Escalation Actions

When escalation triggers:

• Email notification: Alert specified users
• Slack message: Post to a channel
• Assignment change: Reassign to escalation contact
• Priority bump: Increase ticket priority

Breach Management

Viewing Breached Tickets

Find SLA breaches:

1. Go to Tickets
2. Filter by SLA Status = "Breached"
3. Sort by breach time to prioritize

Breach Notifications

SLA breach and warning notifications are automatically sent to the assigned technician via:

• In-app notification: Appears in the notification inbox (respects your inbox notification preferences)
• Email: Sent to the assigned technician (respects your email notification preferences)
• Slack: Posted to your configured SLA Slack channel (set in Settings > Business)

SLA Dashboard and Reports

Track SLA performance:

1. Go to Reports > SLA Dashboard for a 30-day overview by priority, technician, and company
2. Use Reports in the dashboard header for detailed, filterable exports

The dashboard counts only tickets with an SLA policy that is currently enforced. Compliance percentages use tickets resolved in the last 30 days. Active Breaches and At Risk include every open enforced ticket, even if it was created earlier. Daily trends use your workspace timezone, and technician results include internal staff only.

SLA Exemptions

Marking Tickets Exempt

Some tickets may need SLA exemption:

1. Open the ticket
2. Find the SLA section
3. Enable SLA Exempt
4. Confirm the exemption

Exempt tickets:

• Are not tracked for SLA compliance
• Don't trigger breach notifications
• Show as "N/A" in SLA reports

When to Use Exemptions

Consider exemptions for:

• Informational tickets
• Internal requests
• Out-of-scope work
• Special arrangements

Applying SLA Policies

By Contract

Link SLA policies to contracts:

1. Create or edit a contract
2. Set the SLA Policy field
3. Tickets for that contract's company use the policy while the contract is active

When a company has more than one active contract, Core prefers a directly assigned contract policy, then a policy for that contract, then a policy for its contract type. If none applies, Core uses the workspace default. Changing or removing the applicable policy updates open tickets without sending historical breach notifications.

Default Policy

Set a fallback policy:

1. Go to Settings > SLA
2. Select a Default Policy
3. Tickets without an applicable active-contract policy use the default

Best Practices

• Start conservative: Set achievable targets initially
• Review regularly: Adjust targets based on performance
• Use escalation wisely: Prevent alert fatigue with meaningful thresholds
• Document exemptions: Note why tickets are exempt
• Share reports: Keep stakeholders informed of compliance

See also

• Managing Tickets
• Reports
• Company Management