SLA Policies
Response and resolution targets by priority, measured in working time.
Overview
An SLA policy defines response and resolution times for priorities P1 to P4 against the working calendar, so weekends and holidays are not counted. Breaches are flagged once and escalated at a configured percentage to the policy’s users.
When to use sla policies
- You promise response times to customers or the business.
Step by step
Permissions
These permission keys control access (granted to roles in Administration → Roles & Permissions):
- assets.plan.manage
Automation
- Changes on this screen are written to the asset audit trail and the asset timeline.