**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 ticket Learn more about [SLA analytics](/documentation/measure/analytics#prepackaged-dashboards) and [ticket priorities](/documentation/tickets/organize/priorities) *** SLA components SLAs consist of targets that define time-based commitments and alerts that provide early warnings before breaches occur. Each SLA can contain multiple targets that define different time-based commitments for ticket 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). **How alert time is interpreted** The alert time is the amount of time **before the breach deadline** that the alert fires — not the elapsed time from ticket creation. For example, take a Time to first response target of 4 hours with an alert configured for 1 hour. The alert fires 3 hours after the ticket is created, which is 1 hour before the 4-hour deadline. If the alert time is greater than or equal to the target time, no alert is scheduled — there is no window in which an early warning makes sense. Pause statuses stop the SLA timer while a ticket sits in a state your team is not actively working on, so waiting time does not count against your targets. **Common use cases** * Pause while waiting on the requester (for example, a “Waiting on customer” status) * Pause while a ticket is blocked by an external dependency * Pause during scheduled change windows or planned downtime **How it works** * Select one or more statuses that should pause the SLA timer * When a ticket enters a pause status, that SLA’s timers stop * When the ticket leaves the pause status, timers resume from where they left off * Time spent in a pause status is excluded from response, resolution, and close calculations Terminal statuses in the **Done** and **Closed** status groups cannot be selected as pause statuses. Reaching a terminal status already stops the SLA timer for good — the target is either met or breached. The pause status picker hides them, and the API rejects them on save. *** How SLAs work By default, SLAs apply to all tickets in your workspace. 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 status, priority, channel, form, assignee, assignee group, or other attributes. SLA status indicators Ravenna uses a color-coded system to show SLA status at a glance on ticket cards and dashboards. 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. *** Creating SLAs Set up service level agreements to automatically monitor ticket response and resolution times. Go to **Settings** → **SLAs** to access SLA management. Click the **+ SLA** button to open the SLA creation form. Provide a descriptive name, description, and icon for your SLA, then click **Save**. Click your newly created SLA from the list to open the detailed configuration page. 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. Add alerts that warn before SLA breaches occur by setting alert timing for each target type. Select any statuses that should pause the SLA timer, such as “Waiting on customer” or “Blocked”. Time spent in a pause status is excluded from your SLA calculations. Terminal statuses in the **Done** and **Closed** groups are not selectable, since reaching them already stops the timer. By default, your SLA applies to all tickets. To target specific tickets, turn off the “Apply to all tickets” toggle and configure filter criteria based on status, priority, channel, form, assignee, assignee group, or other attributes. To target tickets by user group, use the **Assignee**, **Requestor**, or **Author** filter with the **is member of** or **is not member of** operator. Select one or more user groups to scope the SLA. Use this to define SLAs that follow a team rather than a specific user — for example, “Tier 1 Support” or “Security On-Call”. Save your SLA configuration to activate monitoring for matching tickets. *** Managing multiple SLAs When multiple SLAs could apply to the same ticket, Ravenna uses priority ordering to determine which SLA is applied. Priority evaluation * SLAs are evaluated in the order they appear in your list * The first matching SLA is applied to each ticket * SLAs higher in the list take precedence over those lower in the list 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 *** Notifications and alerts SLA notifications are automatically sent to relevant stakeholders when alerts trigger or breaches occur. Notification recipients Notifications are sent to the following recipients based on ticket assignments: * Ticket assignee (if assigned) * Ticket followers * Channel auto-assignees (if no specific assignee) * Workspace administrators 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](/documentation/platform/notifications) *** Monitoring SLA performance Track SLA compliance through visual indicators and comprehensive Analytics dashboards. Visual indicators SLA performance is displayed through: * Color-coded SLA badges on ticket cards * Progress indicators showing time remaining * Clear visual status at a glance in ticket lists Filter and export by SLA In any view, filter tickets by: * **SLA**: The SLA policy attached to the ticket * **Status**: SLA outcome — **Met** or **Breached** * **Target**: The SLA target type — **Time to First Response**, **Time to Resolution**, or **Time to Close** SLA filters are grouped under a single **SLA** entry in the filter menu. Exported CSVs include the assigned SLA name and its current status alongside other ticket data, so you can run compliance reporting offline. Dashboard metrics Analytics dashboards provide comprehensive SLA performance tracking: * **Compliance rate**: Percentage of tickets 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 priority, channel, or form Learn more about [SLA analytics dashboard](/documentation/measure/analytics#prepackaged-dashboards)

Documentation Index