SLA policies
An SLA policy answers two questions for a ticket: how fast must someone respond, and how fast must it be resolved. ServiceOps stamps both deadlines when the ticket is created and tracks them until they are met — or missed.
What a policy contains
Section titled “What a policy contains”| Field | Meaning |
|---|---|
| Name | e.g. Urgent incidents |
| Priority | The ticket priority this policy applies to |
| Service / category (optional) | Narrow the policy to one service or one category |
| First response | Minutes allowed until the first public reply |
| Resolution | Minutes allowed until the ticket is resolved |
| Default | The fallback when no narrower policy matches |
How the right policy is chosen
Section titled “How the right policy is chosen”The most specific match wins: a policy scoped to the ticket’s service or category beats a priority-only policy, which beats the default. One default policy catches everything else.
Create your policies
Section titled “Create your policies”-
Open the workspace’s SLA settings.
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Create one policy per priority — start simple:
Priority First response Resolution Urgent 30 min 4 h High 1 h 8 h Normal 4 h 2 days Low 1 day 5 days -
Add narrower policies where a service genuinely warrants different targets.
Result: every new ticket displays its two deadlines, and the ticket list can filter by SLA state — on track, at risk, breached.
The clock and “waiting for customer”
Section titled “The clock and “waiting for customer””When a ticket sits in Waiting for customer, the requester holds the ball; that time is tracked so a customer’s week of silence does not read as your team’s breach. The ticket’s SLA state reflects this.
When a deadline approaches or passes
Section titled “When a deadline approaches or passes”SLA notifications warn the assignee (and escalate) as a deadline nears and when it is breached — see Notifications. Reports aggregate SLA attainment over time.