SLA Management

SLAs (Service Level Agreements) are reminder-based rules that help you track how quickly requests should be responded to and resolved. They’re especially useful to keep service teams accountable and ensure consistent response times.

What SLAs Does Siit Support?

Siit supports two types of SLAs:

• First Response Time

  → How quickly someone on your team responds to the initial message or request.

• Resolution Time

  → How long it takes to close the conversation after it’s been started.

Both can be configured directly from the Service Catalog settings.

How to Set Up SLAs

1. Go to Run Configuration > Service Catalog

2. Select the specific service (e.g. Accessories Request)

3. Scroll to the SLA (Service Level Agreement) section

4. Define:

   • First Response Time

   • Time to Close

    

5. Choose whether the SLA should apply based on:

   • Calendar hours (24/7)

   • Office hours (working hours only)

   👉 Note: Office hours are defined globally in your Workspace settings.

Office Hours Logic

When SLAs are set to use Office hours, time is only counted during your defined business hours (e.g. 10:00–18:00). Any time outside of these hours is paused and resumes when office hours reopen.

🟡 🔴 🟢 ⚫️ SLA Status Colors Explained

When a request is open, a colored SLA badge appears in the interface.

Real-Life Example – SLA Calculation Explained

Use Case: Equipment Request SLA

“Our Accessories Request service has a First Response SLA of 2 hours (set to Office hours). A request was received at 4.16pm. Our office hours are 10am–6pm.

Why does the SLA show 13 hours remaining?”

Breakdown of the SLA Logic:

• SLA target = 2 working hours

• Request received = 4:16pm on July 17th

• Office closes = 6pm → only 1h44 left in the day

• Remaining SLA time = 16 minutes → resumes the next working day (July 18 from 10am)

• SLA deadline = 10.16am on July 18

• Displayed badge = 13 hours (total time between current moment and 10.16am the next day, in office hours)

This behavior ensures accurate SLA tracking while respecting your configured availability.

Summary

• SLAs help you stay on top of response and resolution performance.

• You can customize SLA targets per service in your Service Catalog.

• Choose between calendar hours or office hours depending on your team’s availability.

• Colored SLA badges help you quickly assess whether you’re within target, late, or compliant.