Understanding SLAs
An SLA policy sets a target duration for resolving tickets. Tickets that match the policy’s criteria are automatically tracked against the target, and Serval surfaces tickets that are approaching or have breached their deadline.Creating an SLA Policy
Configure the policy
| Field | Description |
|---|---|
| Name | Descriptive name (e.g., “Critical Priority SLA”) |
| Target duration | Time limit for resolution — choose from presets or set a custom duration in days, hours, and minutes |
| Calendar type | Whether to track against calendar time (24/7) or business hours |
| Auto-attach criteria | Conditions that determine which tickets this SLA applies to (e.g., priority, status, labels, groups) |
Calendar Time vs. Business Hours
When creating an SLA, you choose how time is counted:- Calendar time (24/7) — The clock runs continuously, including nights and weekends. Use this for critical issues that require around-the-clock attention.
- Business hours — The clock only runs during your configured working schedule. Use this for standard requests where resolution outside business hours isn’t expected.
Configuring a Business Hours Schedule
If you select business hours, you’ll choose a schedule that defines your team’s working days and hours. Schedules include a timezone and per-day time windows (e.g., Monday–Friday, 9 AM – 5 PM).Schedules are configured at the organization level and can be reused across teams and SLA policies.
Auto-Attach Criteria
SLA policies can automatically apply to tickets based on conditions like:- Priority — Apply to tickets of a specific priority level
- Status — Apply based on current status
- Labels — Apply to tickets with specific labels
- Groups — Apply to tickets assigned to specific groups
SLA Pausing
You can configure pause conditions so the SLA timer stops when the ticket is in certain states. This prevents your team from being penalized for time spent waiting on external parties. Common pause scenarios:- Waiting on requester — Pause while waiting for the requester to provide more information
- Waiting on vendor — Pause while waiting for a third-party response
- On hold — Pause for tickets that are intentionally paused
SLA Tracking
SLA Status
Tickets tracked by an SLA policy show their SLA status:- On track — The ticket is within its SLA target
- At risk — The ticket is approaching its SLA deadline
- Breached — The ticket has exceeded its SLA deadline
When SLA Tracking Ends
SLA tracking stops when:- The ticket reaches a “Done” status
- The ticket is canceled
SLA Reporting
Track SLA performance in analytics: The analytics dashboard includes an SLA performance chart that shows the percentage of tickets meeting SLA targets vs. breaching. You can filter the chart by priority, assignee, or other attributes to drill into specific areas.Common Questions
Can I have multiple SLA policies per team?
Can I have multiple SLA policies per team?
Yes. You can create different policies for different ticket types using auto-attach criteria. For example, one policy for critical tickets with a 4-hour target and another for low priority with a 72-hour target.
What happens if a ticket matches multiple SLA policies?
What happens if a ticket matches multiple SLA policies?
If a ticket matches multiple policies, all matching SLAs are tracked. The ticket’s SLA status reflects the most urgent deadline.
Can I change an SLA policy after creating it?
Can I change an SLA policy after creating it?
Yes. Updating an SLA policy affects how future tickets are tracked. Existing tickets that already have the SLA attached continue with their original target.
How do I see which tickets are about to breach?
How do I see which tickets are about to breach?
Filter your ticket list by SLA status to find at-risk or breached tickets. You can also use the SLA performance chart in analytics to see compliance trends.