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SLA Tracking

SLA (Service Level Agreement) tracking ensures your team meets response and resolution commitments. PSA monitors SLA compliance in real time and alerts you before breaches occur.

SLA Tiers​

Define SLA policies at Service Desk → Admin → SLA Policies. Each policy specifies targets by priority level:

PriorityTypical First ResponseTypical Resolution
P1 — Critical15 minutes4 hours
P2 — High1 hour8 hours
P3 — Medium4 hours24 hours
P4 — Low8 hours72 hours

You can create multiple SLA policies — one for standard clients, another for premium clients, and so on.

Response Time vs. Resolution Time​

PSA tracks two SLA metrics per ticket:

  • First response time — the time between ticket creation and the first technician reply or note. The clock starts when the ticket is created and stops when a team member adds a client-visible reply.
  • Resolution time — the time between ticket creation and the ticket reaching "Resolved" status. This measures the total elapsed working time to fix the issue.

Both timers respect your configured business hours and pause rules.

Business Hours​

SLA timers only count during configured business hours:

  1. Go to Admin → Business Hours to define your schedule
  2. Set working days and hours (e.g., Monday–Friday, 8:00 AM – 6:00 PM)
  3. Add holiday exclusions (e.g., New Year's Day, Thanksgiving)
  4. P1/Critical tickets can optionally be set to 24/7 SLA (ignoring business hours)
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SLA time is calculated in business hours, not calendar hours. A P3 ticket created Friday at 5 PM with a 24-hour resolution target is due Monday at 5 PM (assuming 8-hour business days).

SLA Pause Rules​

The SLA clock pauses automatically when a ticket enters certain statuses:

StatusSLA Clock
NewRunning
In ProgressRunning
Waiting on ClientPaused
Waiting on VendorPaused
ResolvedStopped
ClosedStopped

When the ticket returns to "In Progress", the clock resumes from where it paused.

Configure which statuses pause the SLA at Service Desk → Admin → SLA Policies → Pause Rules.

SLA Breach Notifications​

PSA sends notifications at configurable thresholds:

  • Warning — when a ticket reaches 75% of its SLA target (configurable)
  • Breach — when a ticket exceeds its SLA target

Notifications can be sent to:

  • The assigned technician
  • The queue manager
  • A specific escalation contact
  • A Slack or Teams channel (via webhook)

Configure notification rules at Service Desk → Admin → SLA Policies → Notifications.

SLA Dashboard​

The SLA Dashboard (Service Desk → SLA Dashboard) provides real-time visibility:

  • Compliance rate — percentage of tickets meeting SLA targets over a period
  • Breach count — number of breached tickets by priority, queue, and technician
  • Average response time — mean first response time across all tickets
  • Average resolution time — mean time to resolution
  • Trending — SLA compliance over time (daily, weekly, monthly)

Filter the dashboard by team, queue, client, or date range.

SLA Compliance Reports​

For deeper analysis, go to Service Desk → SLA Compliance Reports:

  • Compliance by client — which clients have the most SLA breaches
  • Compliance by technician — individual performance against SLA targets
  • Compliance by queue — which queues are underperforming
  • Breach root cause — common reasons for SLA breaches (e.g., slow first response, extended vendor wait)

Reports can be exported to CSV or PDF and scheduled for automatic email delivery.

Client-Specific SLA Overrides​

Override the default SLA policy for specific clients:

  1. Open the client record in PSA
  2. Go to the SLA tab
  3. Select a different SLA policy or define custom targets for this client
  4. Client-specific SLA takes precedence over queue-level and default policies
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Use client-specific SLAs for premium support agreements. Tie them to service contracts so the SLA policy activates when the contract is active and reverts to default when it expires.

SLA Priority Order​

When multiple SLA policies could apply, PSA uses this precedence:

  1. Client-specific SLA (highest priority)
  2. Queue-level SLA
  3. Default SLA policy (lowest priority)

Next Steps​