SLA Good to Know

As configured OOTB, SLA selection is Time-Based. Tickets will automatically select the shortest SLA time to apply. See How SLA Deadlines are Calculated.

SLA uses Technician Working Hours as its reference point, unless it is configured to use 24/7. At the time a customer submits a ticket, it will check to see if technician working hours are currently active. If they are not, the deadline calculation will not start until the Technician working hours are in effect again. See Working Hours.

Organizations that span many timezones, or where customer working hours differ significantly from technician working hours, should set SLAs in hours (example: 24 Hours) rather than days (example: 1 Day) to account for different day start and stop times.

The Preview link under the Actions menu on the SLA form allows you to propose hypothetical ticket situations to see what SLA deadlines would look like with the current SLA applied. Keep in mind that this tool does not account for differences in working hours, and so best reflects situations where the customer and the technician share the same working hours.