SLA Module: Complete Guide to Service Level Agreement Tracking

The SLA module is your comprehensive service level agreement management system for tracking, monitoring, and billing service commitments. Whether you're managing response times, tracking resolution targets, or billing for included hours, the SLA module provides automated tracking with business hours calculation and seamless billables integration.

Published 12/08/2025•Updated 12/08/2025•20 min read

Introduction

What is the SLA Module?

The SLA (Service Level Agreement) module is a comprehensive service level tracking and management system that allows businesses to define, assign, and monitor service level commitments for organizations. It provides automated tracking of response times and resolution times against predefined targets, ensuring that service commitments are met and tracked accurately.

The system is designed to streamline SLA management by providing template-based SLA definitions, automatic tracking against tickets and tasks, and comprehensive monitoring capabilities. Whether you're managing support SLAs, project SLAs, or service commitments, the SLA module ensures that all service level agreements are properly tracked, monitored, and billed.

Why It's Essential for Service Management

Effective SLA management is crucial for maintaining service quality and customer satisfaction. Without a systematic approach to tracking service level commitments, businesses often struggle with missed deadlines, inconsistent service delivery, and difficulty proving compliance with service agreements. The SLA module addresses these challenges by providing an automated system that tracks all service commitments and ensures accountability.

The module enables businesses to define clear service level commitments through reusable templates, assign these commitments to organizations, and automatically track performance against targets. By supporting business hours calculation, priority-based time targets, and automatic breach detection, the module ensures that service commitments are realistic and achievable while maintaining accountability.

Key Capabilities:

  • Define reusable SLA templates with time targets and pricing
  • Assign SLAs to organizations with custom overrides
  • Automatically track response and resolution times
  • Calculate time against business hours
  • Monitor SLA compliance and breach detection
  • Support multiple pricing models (pot, discount, hybrid)
  • Track included hours ("pot") and overage billing
  • Integrate seamlessly with billables and tickets

Key Benefits Overview

The SLA module delivers significant value through its comprehensive tracking and monitoring capabilities. Automated tracking ensures that all service commitments are monitored without manual effort, reducing the risk of missed deadlines and improving service quality. Business hours calculation ensures that time tracking is accurate and realistic, only counting time during business hours.

The module's pricing integration enables businesses to bill for SLA services using multiple pricing models, including prepaid hours ("pot"), discount models, and hybrid approaches. Real-time monitoring provides immediate visibility into SLA status, allowing teams to proactively address potential breaches before they occur.

Primary Benefits:

  • Automated SLA tracking without manual effort
  • Business hours calculation for accurate time tracking
  • Priority-based time targets for different urgency levels
  • Multiple pricing models for flexible billing
  • Real-time monitoring and breach detection
  • Comprehensive compliance reporting
  • Seamless integration with tickets, tasks, and billables

Who Should Use This Module?

The SLA module is essential for any business that provides service level commitments to customers. Support teams use the module to track response and resolution times, ensuring that support tickets are handled within agreed timeframes. Service providers manage service commitments, using the module to track performance and demonstrate compliance with service agreements.

Project managers track project milestones and deadlines, using SLA tracking to ensure that project deliverables are completed on time. Account managers monitor customer service levels, using the module to maintain visibility into service performance and proactively address potential issues. Business owners ensure service quality, using SLA tracking to maintain accountability and improve service delivery.

Core Features

SLA Templates

The SLA module provides comprehensive template management capabilities designed to handle all aspects of SLA definition. Each template can include detailed configuration such as business hours, response times, resolution times, escalation rules, and pricing information. Templates serve as reusable definitions that can be assigned to multiple organizations, ensuring consistency in service level commitments.

Templates can be organized with custom names and descriptions, making it easier to identify and select appropriate SLAs for different service types. The module supports default templates that automatically apply to organizations without specific SLA assignments, streamlining the assignment process. Template customization allows businesses to define service commitments that match their operational capabilities and customer expectations.

Key Capabilities:

  • Create reusable SLA templates with comprehensive configuration
  • Define business hours for accurate time calculation
  • Set response times by priority (urgent, high, medium, low)
  • Set resolution times by priority
  • Configure escalation rules and warning thresholds
  • Set pricing models and rates
  • Define included hours for pot/hybrid models
  • Set overage hourly rates
  • Mark templates as default for automatic assignment

Business Hours Configuration

Business hours configuration enables accurate time tracking by only counting time during defined business hours. This ensures that SLA tracking reflects actual working time, not calendar time, providing realistic time targets that account for weekends, holidays, and non-business hours.

Business Hours Features:

  • Define business hours per day of the week
  • Set time zones for accurate calculation
  • Configure holidays and non-business days
  • Support for multiple time zones
  • Automatic business hours calculation
  • Time tracking only during business hours

Priority-Based Time Targets

The module supports priority-based time targets, allowing different response and resolution times for different urgency levels. This ensures that urgent issues receive faster response times while standard issues have appropriate targets.

Priority Levels:

  • Urgent: Fastest response and resolution times
  • High: Quick response and resolution times
  • Medium: Standard response and resolution times
  • Low: Extended response and resolution times

Time Target Configuration:

  • Response time targets per priority
  • Resolution time targets per priority
  • Escalation warning thresholds
  • Escalation alert thresholds
  • Custom time overrides per organization

Automatic Tracking

When tickets or tasks are created, the system automatically creates SLA tracking records and begins monitoring time against targets. This eliminates manual tracking effort and ensures that all service commitments are properly monitored.

Automatic Tracking Features:

  • Automatic SLA record creation for tickets/tasks
  • Real-time time tracking against targets
  • Business hours calculation
  • Priority-based target calculation
  • Breach detection and recording
  • Escalation warning and alert triggers
  • Status updates in real-time

Pricing Models

The SLA module supports multiple pricing models, providing flexibility for different billing approaches:

Pot Model (Included Hours):

  • Prepaid hours included in monthly/annual fee
  • Automatic consumption tracking
  • Overage billing when pot is exhausted
  • Pot reset periods (monthly/annual)
  • Optional rollover of unused hours

Discount Model:

  • Percentage discount on billable hours
  • Discount hourly rate
  • Discount applies to all hours or overage only
  • Automatic discount application

Hybrid Model:

  • Combination of pot and discount
  • Included hours with discount on overage
  • Flexible billing approach

Usage Tracking and Consumption

The module provides comprehensive usage tracking, monitoring how SLA hours are consumed and billed. Period-based tracking enables monthly or annual consumption monitoring, while granular consumption records provide detailed audit trails.

Usage Tracking Features:

  • Period-based consumption tracking (monthly/annual)
  • Automatic period creation
  • Real-time consumption monitoring
  • Consumption history and audit trails
  • Overage calculation and billing
  • Pot balance tracking
  • Consumption reporting

Getting Started

Accessing the SLA Module

  1. Navigate to the SLA module from the main navigation
  2. The module opens showing your SLA templates
  3. Use the tabs to navigate between Templates, Organizations, and Usage
  4. View active SLA tracking in tickets and tasks

Creating Your First SLA Template

Step 1: Click "Create Template"

  • Click the "Create Template" button
  • A template creation form will open

Step 2: Basic Information

  • Name: Enter template name (e.g., 'Standard Support SLA')
  • Description: Add template description
  • Default Template: Check if this should be the default template

Step 3: Business Hours Configuration

  • Enable Business Hours: Toggle business hours calculation
  • Business Days: Select days of the week (Mon-Fri)
  • Start Time: Set business hours start time (e.g., 9:00 AM)
  • End Time: Set business hours end time (e.g., 5:00 PM)
  • Time Zone: Select time zone

Step 4: Response Time Targets

  • Urgent Priority: Set response time (e.g., 15 minutes)
  • High Priority: Set response time (e.g., 1 hour)
  • Medium Priority: Set response time (e.g., 4 hours)
  • Low Priority: Set response time (e.g., 24 hours)

Step 5: Resolution Time Targets

  • Urgent Priority: Set resolution time (e.g., 2 hours)
  • High Priority: Set resolution time (e.g., 8 hours)
  • Medium Priority: Set resolution time (e.g., 24 hours)
  • Low Priority: Set resolution time (e.g., 72 hours)

Step 6: Escalation Rules

  • Warning Threshold: Set percentage for warnings (e.g., 80%)
  • Alert Threshold: Set percentage for alerts (e.g., 95%)

Step 7: Pricing Configuration (Optional)

  • Pricing Model: Select pot, discount, or hybrid
  • Base Price: Set monthly/annual base price
  • Included Hours: Set included hours for pot model
  • Overage Rate: Set hourly rate for overage billing

Step 8: Save the Template

  • Click "Save" to create the template
  • Template appears in your templates list
  • You can now assign it to organizations

Assigning SLA to an Organization

Step 1: Navigate to Organization

  • Go to Organizations module
  • Select an organization
  • Click on the "SLA" tab

Step 2: Assign Template

  • Select an SLA template from dropdown
  • Optionally override time targets
  • Optionally customize pricing
  • Set active status

Step 3: Save Assignment

  • Click "Save" to assign SLA
  • SLA tracking begins automatically for new tickets/tasks

Understanding SLA Tracking

SLA Banner in Tickets:

  • Shows current SLA status
  • Displays time remaining
  • Indicates warning/alert status
  • Shows breach status if applicable

SLA Countdown Timers:

  • Display in ticket list view
  • Show time remaining for response/resolution
  • Color-coded by status (green, yellow, red)

SLA Status Indicators:

  • On Track: Green indicator
  • Warning: Yellow indicator (approaching deadline)
  • Alert: Orange indicator (close to deadline)
  • Breached: Red indicator (deadline exceeded)

Core Functionality

SLA Template Management

Template Creation Workflow:

  1. Basic Information

    • Template name and description
    • Default template designation
    • Template status

  2. Business Hours Configuration

    • Enable/disable business hours
    • Define business days and hours
    • Set time zone
    • Configure holidays

  3. Time Target Configuration

    • Set response times by priority
    • Set resolution times by priority
    • Configure escalation thresholds

  4. Pricing Configuration

    • Select pricing model
    • Set base prices
    • Configure included hours
    • Set overage rates

  5. Review and Save

    • Review all configuration
    • Save template
    • Template available for assignment

Organization SLA Assignment

Assignment Process:

  1. Template Selection

    • Select template from dropdown
    • View template details
    • Preview time targets

  2. Custom Overrides (Optional)

    • Override response times
    • Override resolution times
    • Customize escalation rules

  3. Pricing Customization (Optional)

    • Override base prices
    • Customize included hours
    • Adjust overage rates

  4. Activation

    • Set active status
    • Save assignment
    • Tracking begins automatically

Automatic Tracking Workflow

When Ticket/Task is Created:

  1. SLA Check

    • System checks if organization has active SLA
    • Retrieves SLA template or organization overrides
    • Determines ticket/task priority

  2. Tracking Record Creation

    • Creates SLA tracking record
    • Calculates response time target
    • Calculates resolution time target
    • Sets escalation thresholds

  3. Time Tracking

    • Begins tracking time against targets
    • Calculates time in business hours
    • Updates status in real-time
    • Monitors for escalations

  4. Breach Detection

    • Detects when targets are exceeded
    • Records breach in history
    • Updates ticket/task status
    • Triggers notifications

Usage Tracking and Consumption

Consumption Tracking:

  1. Period Management

    • Automatic period creation (monthly/annual)
    • Period start and end dates
    • Active period identification

  2. Hour Consumption

    • Track hours consumed per ticket/task
    • Calculate pot balance
    • Monitor overage usage
    • Record consumption events

  3. Overage Billing

    • Detect when pot is exhausted
    • Create overage billable items
    • Apply discount if configured
    • Generate invoices

Business Hours Calculation

Time Calculation Logic:

  • Only count time during business hours
  • Exclude weekends and holidays
  • Account for time zone differences
  • Calculate accurate business minutes
  • Update in real-time

Example:

  • Ticket created Friday 4:00 PM
  • Business hours: Mon-Fri 9:00 AM - 5:00 PM
  • Response target: 1 hour
  • Time counted: 1 hour (until 5:00 PM)
  • Remaining time: 0 hours (target met)

Best Practices

SLA Template Best Practices

Use Clear Template Names:

  • Use descriptive, consistent names
  • Include service type in name (e.g., 'Support SLA', 'Project SLA')
  • Make templates easily identifiable
  • Maintain consistency across templates

Set Realistic Time Targets:

  • Base targets on actual operational capabilities
  • Consider team capacity and workload
  • Account for business hours and availability
  • Review and adjust targets regularly

Configure Business Hours Properly:

  • Accurately define business hours
  • Include all relevant time zones
  • Configure holidays and non-business days
  • Test business hours calculation

Organization Assignment Best Practices

Assign SLAs Strategically:

  • Assign SLAs based on customer tier
  • Use default templates for standard customers
  • Customize SLAs for premium customers
  • Review assignments regularly

Use Custom Overrides Wisely:

  • Only override when necessary
  • Document reasons for overrides
  • Maintain consistency where possible
  • Review overrides periodically

Tracking and Monitoring Best Practices

Monitor SLA Status Regularly:

  • Review SLA dashboard daily
  • Address warnings proactively
  • Investigate breaches immediately
  • Track compliance trends

Respond to Escalations Promptly:

  • Set up escalation notifications
  • Assign resources to escalated items
  • Document escalation responses
  • Review escalation patterns

Pricing and Billing Best Practices

Choose Appropriate Pricing Model:

  • Use pot model for predictable workloads
  • Use discount model for variable workloads
  • Use hybrid model for flexibility
  • Review pricing regularly

Monitor Usage and Consumption:

  • Track pot balance regularly
  • Monitor overage usage
  • Review consumption patterns
  • Optimize included hours

Set Appropriate Overage Rates:

  • Base rates on actual costs
  • Consider market rates
  • Review rates regularly
  • Communicate rates to customers

Integration Best Practices

Use SLA Tracking in Billables:

  • Check SLA checkbox in billables tab
  • Track consumption automatically
  • Generate overage billables
  • Maintain accurate billing records

Link SLAs to Tickets and Tasks:

  • Ensure proper organization assignment
  • Verify SLA tracking is active
  • Monitor tracking status
  • Address tracking issues promptly

Integration with Other Modules

Tickets Module Integration

The SLA module integrates seamlessly with the Tickets module:

  • Automatic Tracking: SLA tracking begins automatically when tickets are created
  • SLA Banner: Display SLA status and time remaining in ticket detail view
  • Countdown Timers: Show time remaining in ticket list view
  • Breach Detection: Automatically detect and record SLA breaches
  • Status Indicators: Visual indicators for SLA status (on track, warning, breached)
  • Billables Integration: Track SLA consumption in ticket billables

Tasks Module Integration

Connect SLA tracking to tasks:

  • Automatic Tracking: SLA tracking begins automatically when tasks are created
  • SLA Status: Display SLA status in task detail view
  • Time Tracking: Track time against SLA targets
  • Breach Monitoring: Monitor for SLA breaches
  • Billables Integration: Track SLA consumption in task billables

Organizations Module Integration

Link SLAs to organizations:

  • SLA Assignment: Assign SLAs to organizations via organization detail page
  • SLA Tab: Dedicated SLA tab in organization detail view
  • Custom Overrides: Override template settings per organization
  • Pricing Customization: Customize pricing per organization
  • Usage Tracking: Track SLA usage per organization

Billables Module Integration

Integrate SLA consumption with billing:

  • SLA Checkbox: Check SLA checkbox in billables tab (tickets only)
  • Automatic Consumption: Track hours consumed automatically
  • Overage Billing: Generate billable items for overage usage
  • Discount Application: Apply discounts automatically
  • Invoice Generation: Generate invoices from SLA billables

Services Module Integration

Link SLA pricing to services:

  • Service Selection: Select services for SLA billing
  • Service Pricing: Use service catalog prices for SLA billing
  • Service Tracking: Track which services are used in SLA consumption
  • Service Analytics: Analyze service usage in SLA context

Use Cases

Use Case 1: Support SLA Management

Scenario: Managing support service level commitments for customers

Steps:

  1. Create support SLA templates (Basic, Standard, Enterprise)
  2. Configure business hours (Mon-Fri 9am-5pm)
  3. Set response times by priority (urgent: 15min, high: 1h, medium: 4h, low: 24h)
  4. Set resolution times by priority
  5. Assign SLAs to organizations based on customer tier
  6. Monitor SLA compliance in real-time
  7. Track SLA consumption and bill for overages

Benefits:

  • Automated SLA tracking
  • Real-time compliance monitoring
  • Automatic breach detection
  • Accurate billing for SLA services

Use Case 2: Project SLA Management

Scenario: Tracking project milestones and deadlines

Steps:

  1. Create project SLA templates
  2. Configure project-specific time targets
  3. Assign SLAs to project organizations
  4. Track project tasks against SLA targets
  5. Monitor project milestone compliance
  6. Generate reports on project SLA performance

Benefits:

  • Project milestone tracking
  • Deadline monitoring
  • Compliance reporting
  • Project performance insights

Use Case 3: Pot Model Billing

Scenario: Billing customers for prepaid support hours

Steps:

  1. Create SLA template with pot model pricing
  2. Set monthly base price and included hours
  3. Assign SLA to organization
  4. Track hour consumption automatically
  5. Generate overage billables when pot is exhausted
  6. Reset pot monthly or annually

Benefits:

  • Predictable revenue from prepaid hours
  • Automatic consumption tracking
  • Overage billing when needed
  • Flexible billing model

Use Case 4: Discount Model Billing

Scenario: Providing discounted rates for SLA customers

Steps:

  1. Create SLA template with discount model
  2. Set discount percentage or hourly rate
  3. Assign SLA to organization
  4. Track hours consumed
  5. Apply discount automatically to billables
  6. Generate invoices with discounted rates

Benefits:

  • Competitive pricing for SLA customers
  • Automatic discount application
  • Simplified billing process
  • Customer retention through discounts

Use Case 5: Multi-Tier SLA System

Scenario: Offering different SLA tiers to different customer segments

Steps:

  1. Create multiple SLA templates (Basic, Standard, Premium)
  2. Configure different time targets per tier
  3. Set different pricing per tier
  4. Assign appropriate SLA to each organization
  5. Monitor compliance across all tiers
  6. Generate tier-specific reports

Benefits:

  • Flexible service offerings
  • Tiered pricing structure
  • Customer segmentation
  • Comprehensive reporting

Conclusion

The SLA module is a powerful tool for managing service level commitments and ensuring accountability in service delivery. By following best practices, setting realistic targets, and leveraging the module's automated tracking capabilities, you can maintain service quality and improve customer satisfaction.

Key Takeaways:

  • Automation: Automated tracking eliminates manual effort
  • Accuracy: Business hours calculation ensures realistic time targets
  • Flexibility: Multiple pricing models support different billing approaches
  • Monitoring: Real-time monitoring enables proactive issue resolution
  • Integration: Seamless integration with tickets, tasks, and billables
  • Compliance: Comprehensive tracking ensures accountability

Next Steps:

  1. Create your first SLA template
  2. Configure business hours and time targets
  3. Assign SLAs to organizations
  4. Monitor SLA compliance in real-time
  5. Set up usage tracking and billing
  6. Review and optimize SLA targets regularly

Start by creating a basic SLA template and assigning it to a test organization. As you become more familiar with the module, you'll discover how it can streamline your SLA management and improve service delivery.

Frequently Asked Questions

What is the SLA module used for?

The SLA module is used for tracking, monitoring, and billing service level commitments. It provides automated tracking of response and resolution times against predefined targets, ensuring that service commitments are met and tracked accurately.

How do I create an SLA template?

Navigate to the SLA module, click "Create Template", fill in basic information, configure business hours, set response and resolution time targets, configure escalation rules, optionally set pricing, and click "Save". The template will be available for assignment to organizations.

What are the different pricing models?

There are three pricing models:

  • Pot Model: Prepaid hours included in monthly/annual fee with overage billing
  • Discount Model: Percentage discount or discounted hourly rate on billable hours
  • Hybrid Model: Combination of pot and discount models

How does business hours calculation work?

Business hours calculation only counts time during defined business hours, excluding weekends, holidays, and non-business hours. This ensures that SLA tracking reflects actual working time, not calendar time.

How do I assign an SLA to an organization?

Navigate to the organization detail page, click on the "SLA" tab, select an SLA template, optionally override time targets or customize pricing, set active status, and click "Save". SLA tracking begins automatically for new tickets and tasks.

How does automatic tracking work?

When a ticket or task is created, the system automatically checks if the organization has an active SLA, creates an SLA tracking record, calculates time targets based on priority, and begins tracking time against targets in real-time.

What happens when an SLA is breached?

When an SLA target is exceeded, the system records a breach in the breach history, updates the ticket/task status to show breach, triggers notifications, and maintains a record of the breach for compliance reporting.

How do I track SLA consumption?

SLA consumption is tracked automatically when you check the SLA checkbox in the billables tab. The system tracks hours consumed, calculates pot balance, monitors overage usage, and generates billable items for overage when needed.

Can I customize SLA settings per organization?

Yes! When assigning an SLA to an organization, you can override response times, resolution times, escalation rules, and customize pricing settings. This allows you to tailor SLAs to specific customer needs.

How do I monitor SLA compliance?

The SLA module provides real-time monitoring through SLA banners in tickets, countdown timers in ticket lists, status indicators, and comprehensive compliance reports. You can view SLA status, time remaining, and breach history.

What is the difference between response time and resolution time?

Response time is the time from ticket creation to first response, ensuring customers get acknowledgment quickly. Resolution time is the time from ticket creation to resolution, ensuring issues are resolved within agreed timeframes.

How do I set up overage billing?

Configure an SLA template with pot model pricing, set included hours, set overage hourly rate, assign SLA to organization, and the system will automatically generate billable items when the pot is exhausted.

Can I use SLA tracking for projects?

Yes! The SLA module can track project tasks against SLA targets, monitor project milestones, and ensure project deliverables are completed on time. Assign SLAs to project organizations and track tasks against SLA targets.

How do I generate SLA compliance reports?

The SLA module provides comprehensive reporting capabilities through the usage dashboard, compliance reports, breach history, and consumption analytics. View reports by organization, template, or time period.

How does SLA integration work with billables?

When you check the SLA checkbox in the billables tab, the system automatically tracks hours consumed, calculates pot balance, applies discounts if configured, and generates overage billables when the pot is exhausted.

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SLA Module: Complete Guide to Service Level Agreement Tracking | CRM Knowledge Base