Use the SLA module to track response and resolution times for organizations, tickets, and tasks. Keep commitments visible and avoid missed SLAs.
Introduction
The SLA Module lets you define and track service level agreements for organizations, tickets, and tasks. You can set targets for response time (e.g. first reply within 4 hours) or resolution time (e.g. issue closed within 2 days) and see how you're performing. The module depends on the Tickets module; use it when you need to track support or delivery commitments and avoid missed SLAs.
Who this is for
- Support teams that have committed to response or resolution times
- Account or delivery managers who track commitments per customer
- Anyone who needs visibility into which tickets or tasks are at risk or already breached
Enable SLA and configure targets
Prerequisites
- Ensure the Tickets module is enabled (SLA is designed to work with tickets). Your business administrator enables modules in the module or business settings.
- Enable the SLA module for your business.
Configure SLA definitions
- Open the SLA module and create or edit SLA definitions. These define your targets (e.g. response within 4 hours, resolution within 48 hours).
- Attach or assign these definitions to the right entities (e.g. per organization, per ticket type, or globally) according to how your app supports it. That way the correct target applies to each ticket or task.
- Save your configuration. New and existing tickets (and tasks, if supported) will then be tracked against these targets.
Track SLA status
How tracking works
- As tickets (and tasks where supported) are created and updated, the SLA module tracks progress against your targets.
- You can see which items are on track, at risk (e.g. approaching the deadline), or breached (past the target). Use the SLA views or filters in your app to prioritise work.
- Addressing at-risk and breached items first helps you meet commitments and avoid repeated breaches.
Using SLA in daily work
- Start the day or shift by checking the SLA view for at-risk and breached items.
- Assign or escalate as needed so the right person handles them.
- When you update the ticket (e.g. add a reply or close it), the SLA module updates the status accordingly.
Best practices
Set realistic targets
Choose response and resolution times the team can meet consistently. Overly aggressive targets lead to constant breaches and stress; realistic ones are achievable and meaningful.
Review SLA reports regularly
Use any SLA reports or dashboards your app provides to spot patterns (e.g. certain ticket types or customers always at risk). That helps you improve processes or adjust resources.
Link SLAs to the right level
Configure SLAs at the level that makes sense (e.g. per organization for key accounts, or per ticket type). That way reporting is meaningful and you can prioritise the right work.
Frequently asked questions
Do I need Tickets to use SLA?
Yes. The SLA module is designed to work with the Tickets module. Ensure Tickets is enabled and that you create tickets for the work you want to track.
Can I have different SLAs for different customers?
Depending on your app, you may be able to attach different SLA definitions to different organizations or ticket types. Check the SLA configuration options.
Who can I contact for help?
Contact support at support@piraja.io.
Conclusion
Manage SLAs by enabling the SLA module, configuring targets (response and/or resolution), and tracking status on tickets and related records. Use the SLA view to prioritise at-risk and breached items. For full details, see the SLA Module guide and How to Set Up Customer Support with Tickets.