SLA Tracking
Automatically monitor tickets against response and resolution time targets by priority. When a ticket exceeds its target, Servelo emails a breach alert to admins and the assigned technician.
Enabling SLA Tracking
Go to Settings > SLAs and toggle Enable SLA tracking. Once enabled, Servelo checks all open tickets every hour and sends breach alert emails when a ticket exceeds its response or resolution target.
Disabling SLA tracking stops all future alerts. It does not delete historical breach records.
Response and Resolution Targets
Targets are configured per ticket priority. Each priority has two thresholds:
- First response: how long a ticket can stay in open status before a response breach is triggered.
- Resolution: how long a ticket can remain open (any non-resolved status) before a resolution breach is triggered.
| Priority | Default first response | Default resolution |
|---|---|---|
| Urgent | 2 hours | 8 hours |
| High | 4 hours | 24 hours |
| Normal | 8 hours | 72 hours |
| Low | 48 hours | 168 hours (7 days) |
All targets are editable. Enter any whole number of hours in Settings > SLAs and click Save SLA Settings.
Business Hours
By default, the SLA clock only runs during your configured business hours. Time outside those hours does not count toward response or resolution targets.
Configure your schedule in Settings > SLAs under Business Hours:
- Business hours only: toggle on to restrict the clock to your working hours (default: on).
- Start / End: the daily window during which the clock runs (default: 9:00 AM to 5:00 PM).
- Working days: click each day button to include or exclude it (default: Mon through Fri).
Turn off Business hours only to run a 24/7 clock instead.
Breach Alerts
When a ticket exceeds a target, Servelo sends a breach alert email with the ticket number, priority, SLA target, and elapsed time. Alerts include a direct link to the ticket.
Configure who receives alerts under Breach Alerts in Settings > SLAs:
- Notify admins: all active admins in your workspace receive the alert (default: on).
- Notify assigned technician: the technician assigned to the ticket also receives the alert (default: on).
Each breach type (response, resolution) triggers at most one alert per ticket. Servelo will not re-send the same breach alert if the ticket remains open.
How It Works
The SLA engine runs as a background job every hour. For each open ticket it:
- Calculates elapsed business hours since the ticket was created.
- Compares elapsed time against the response and resolution targets for that ticket's priority.
- If a threshold is exceeded and no alert has been sent yet for that breach type, sends the alert email and records it.
Tickets in resolved, closed, or cancelled status are excluded from checks.
Tickets with no priority set are evaluated as Normal priority.