SLA Policies
Configure service-level timing rules and understand the Minutes field.
Purpose
SLA Policies define time targets for supported ticket workflows.
Minutes
The policy time target is entered in minutes. Convert the intended response/resolution target into minutes when configuring the policy.
Examples:
- 60 minutes = 1 hour
- 240 minutes = 4 hours
- 480 minutes = 8 hours
Business Hours
Where SLA calculations use Business Hours, configure the Business Hours module and timezone first.
Ticket deadlines
SLA-related timing can contribute to ticket due/overdue behavior depending on the active policy/workflow.
Operational use
Use realistic targets. Extremely short SLA values can make normal support work appear overdue immediately.
Last updated August 23, 2026