Watch our demo video for a brief introduction

Using SLA, you can define various SLAs and their goals, which are essential for managing and measuring the performance and quality of service provided to customers or colleagues.

Two common examples of SLAs are "Time to first response" and "Time to resolution".

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For goals and their associated durations/times, the following are common:

• Standard, Important, Critical

• Standard, Advanced, Premium

• Gold, Silver, Bronze

• Basic, Intermediate, Advanced

• Level 1, Level 2, Level 3

The first two goal collections are used in the initial configurations (Click here for more details: How to initialize SLAs ). You can freely create your own configurations (Click here for more details: How to define SLAs and their goals ).

For each goal, a calendar can be defined. This calendar includes working time blocks, holidays, and the timezone (Click here for more details: How to define a Calendar and the working hours per day ).

Based on this information, an SLA goal instance (hereinafter also referred to as an ongoing SLA or simply SLA) is created.

Ongoing SLA states

It can have the following ongoing SLA states:

• running – a running SLA has a due date

• paused – a paused SLA has a remaining runtime

• stopped – a stopped SLA can have a met or missed due date

SLA transitions

The following state transitions exist:

• Start/Create – starts an SLA, calculates the due date, and sets it to the running state

• Pause – pauses a running SLA, the remaining duration is calculated, and the state is then paused

• Resume – restarts a paused SLA, based on the remaining duration the due date is calculated, and the state is then running

• Stop – ends an SLA, it is determined whether the due date was met, and the state is then stopped

• Restart – starts an SLA, calculates the due date, and sets it to the running state.

There are a number of integrations for board automation (Click here for more details: How to use our Core integrations within Board automation )