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Service Level Agreements (SLAs) help your team maintain consistent service quality by automatically monitoring response times, resolution times, and closure deadlines. Set time-based commitments, receive early warning alerts before breaches occur, and track performance through comprehensive reporting to ensure you never miss a commitment to your customers. Key capabilities:
  • Automated monitoring that continuously checks SLA compliance in the background
  • Multiple target types for response, resolution, and closure times
  • Early warning alerts before SLA breaches occur
  • Flexible filtering to apply SLAs to specific ticket types
  • Visual indicators showing SLA health at a glance
  • Priority ordering when multiple SLAs could apply to the same
Learn more about SLA analytics and ticket priorities

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SLA components

SLAs consist of targets that define time-based commitments and alerts that provide early warnings before breaches occur.

SLA targets

Each SLA can contain multiple targets that define different time-based commitments for handling.Time to first response
  • Measures time from ticket creation to first team response
  • Ensures customers get timely acknowledgment
  • Maintains customer satisfaction with prompt initial contact
Time to resolution
  • Measures time from ticket creation to resolution
  • Tracks overall issue resolution performance
  • Serves as a key metric for service quality
Time to close
  • Measures time from ticket creation to final closure
  • Includes any follow-up or verification steps
  • Provides complete lifecycle tracking
Configure targets using flexible time units including minutes, hours, and days.
Alerts provide early warning before SLA breaches occur, giving your team time to take action.Time to first response alerts
  • Warn before response deadline is missed
  • Give your team time to provide initial customer contact
Time to resolution alerts
  • Alert before resolution deadline
  • Allow for escalation or resource reallocation
Time to close alerts
  • Notify before final closure deadline
  • Ensure proper ticket completion
Configure alerts using the same flexible time units as targets (minutes, hours, days).

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How SLAs work

By default, SLAs apply to all in your . Customize this by turning off the “Apply to all tickets” toggle and creating specific filter criteria to target only certain types of tickets based on , , , , or other attributes.

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SLA status indicators

Ravenna uses a color-coded system to show SLA status at a glance on cards and dashboards.

🟢 Green (Met)

Action completed within the SLA timeframe and target successfully achieved.
SLA is active but no action taken yet. Still within the allowed timeframe with no alerts triggered.
Alert threshold has been crossed and breach is imminent without action. Provides early warning to take preventive action.
SLA deadline has passed and the service level target has been missed. Requires immediate attention.

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Creating SLAs

Set up service level agreements to automatically monitor response and resolution times.
1

Navigate to SLA settings

Go to Settings → SLAs to access SLA management.
2

Create new SLA

Click the + SLA button to open the SLA creation form. Provide a descriptive name, description, and icon for your SLA, then click Save.
3

Access SLA configuration

Click on your newly created SLA from the list to open the detailed configuration page.
4

Add targets

Set up your service level commitments by adding targets for Time to First Response, Time to Resolution, or Time to Close with specific time limits.
5

Configure alerts

Add alerts that warn before SLA breaches occur by setting alert timing for each target type.
6

Set ticket filters

By default, your SLA applies to all . To target specific tickets, turn off the “Apply to all tickets” toggle and configure filter criteria based on , , , , or other attributes.
7

Save configuration

Save your SLA configuration to activate monitoring for matching .

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Managing multiple SLAs

When multiple SLAs could apply to the same , Ravenna uses priority ordering to determine which SLA is applied.

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Priority evaluation

  • SLAs are evaluated in the order they appear in your list
  • The first matching SLA is applied to each
  • SLAs higher in the list take precedence over those lower in the list

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Best practices for ordering

  • Order SLAs from most specific to most general
  • Place urgent or critical SLAs at the top of the list
  • Use “Apply to all tickets” SLAs as fallbacks at the bottom
  • Review SLA order regularly to ensure proper precedence

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Notifications and alerts

SLA notifications are automatically sent to relevant stakeholders when alerts trigger or breaches occur.

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Notification recipients

Notifications are sent to the following recipients based on assignments:
  • (if assigned)
  • auto-assignees (if no specific assignee)
  • administrators

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Notification timing

  • Alerts: Sent when alert threshold is crossed, providing early warning before breach
  • Breaches: Sent when SLA deadline passes, requiring immediate attention
Learn more about configuring notifications

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Monitoring SLA performance

Track SLA compliance through visual indicators and comprehensive dashboards.

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Visual indicators

SLA performance is displayed through:
  • Color-coded SLA badges on cards
  • Progress indicators showing time remaining
  • Clear visual status at a glance in ticket lists

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Dashboard metrics

dashboards provide comprehensive SLA performance tracking:
  • Compliance rate: Percentage of meeting SLA targets
  • Average response time: How quickly your team responds to new tickets
  • Breach trends: Patterns in SLA violations over time
  • Performance by category: SLA success broken down by , , or
Learn more about SLA analytics dashboard