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Service Level Agreements (SLAs) let you set time-based targets for how quickly records must be resolved. Each SLA defines the stages it applies to, the acceptable time to resolve, and optional alerts to notify teams before a deadline is missed.
SLAs are configured per app. The SLA clock starts when a record is created and stops when the record is closed.

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Set Up an SLA

  1. Open your app and select SLAs in the left navigation.
  2. Click + SLA.
  3. Enter a Title and Description.
  4. Check the stages the SLA applies to.
  5. Click Save.

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Add Targets to an SLA

After creating an SLA, select it from the Service Level Agreements page and click + Target to define the resolution requirements.
You can also edit or delete an SLA by selecting it from the Service Level Agreements page.

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Target Fields

Target Title A descriptive name for the target (e.g., “24-Hour Resolution - Business Hours”). Target Conditions Filter which records the target applies to. The SLA will no longer evaluate a record once it is closed. Acceptable Time to Resolve The maximum amount of time allowed to resolve a record and meet the SLA. This is measured from the moment the record is initially created. Set the number and unit (minutes, hours, or days). Scheduling Configure when the SLA clock counts time:
  • Time Zone — Defaults to your organization’s time zone.
  • Working Days — Choose from Monday–Friday (default), 7 Days/Week, or Custom to select specific days.
  • Working Hours — Set the start and end times for the business day (e.g., 8:00 AM to 5:00 PM).
Alerts Set one or more alerts to notify your team as the SLA deadline approaches or after it passes. Each alert includes:
  • Alert Title — A label for the alert notification.
  • Number and Increment — How far in advance or after the deadline the alert fires (e.g., 24 hours).
  • Before/After — Whether the alert triggers before or after the deadline.
Once your targets are configured, click Save.

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What Happens When an SLA is Breached

An SLA target is breached when the deadline set by the Acceptable Time to Resolve passes without the record being closed. On breach:
  • Configured alerts fire. Each alert on the target sends a notification at the time you configured (before or after the deadline). If no alerts are configured on the target, no notification is sent.
  • The SLA status changes. The record’s SLA status updates to reflect the breach and is visible on the record.
  • The clock keeps running until the record is closed. Breach does not stop evaluation. Alerts configured for time after the deadline continue to fire on their offsets.