SLA 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:

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 Reports

Track SLA performance:

1. Go to Reports > SLA Performance
2. Set date range
3. Filter by company, technician, or priority
4. View compliance rates and trends

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 Company

Assign SLA policies to specific companies:

1. Edit the company record
2. Select the SLA Policy
3. Save changes

All tickets for that company use the assigned policy.

By Contract

Link SLA policies to contracts:

1. Create or edit a contract
2. Set the SLA Policy field
3. Tickets linked to the contract use that policy

Default Policy

Set a fallback policy:

1. Go to Settings > SLA
2. Select a Default Policy
3. Tickets without a specific 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