SLA Policies

Create and customize SLA Policies based on the requirement.

SLA Policies


Customize SLA policies and flexibly define start/endpoints.

Craft SLA policies, considering factors like customers, locations, and Configuration Items (CI), define the Start and End Points of SLA policies such as starting the SLA when the incident is in New Status, Pausing the SLA when in pending & and stopping when in Resolved status.

Use cases


An organization encounters difficulty in setting SLA policies for hardware incident resolutions among multiple vendors due to differing response times. 

Note: Vendor information is captured in the incident through the ITSM application.


  • Develop vendor-specific SLA policies on vendor field to address variations in hardware incident resolution times.
  • Establish criteria tailored to each vendor for triggering SLA enforcement and capturing vendor-specific SLA values.
  • Define the SLA service window(24/7, 9/5 etc.) , holiday calendar and publish the SLA policy.


A managed service provider struggles to set up SLA policies for customers situated in varied geographic locations, each with its distinct SLA requirements.


  • Create a comprehensive SLA based on customer and location fields in the incident.
  • The enforcement of SLA will depend on the location of the user and the associated customer mapping.
  • The flexibility of defining SLA based on the fields in the incidents help set up complex SLA with a simpler approach. 


IT Service Desk analysts struggle with SLA deadlines due to a lack of visual indicators for monitoring response times, resolution deadlines, incident durations, and remaining time.


  • Introduce intuitive SLA cards with 9+ visual indicators, including color-coded play, pause, and stop buttons, to represent various SLA statuses.
  • Drag & drop the SLA cards to the form to allow analysts to view SLA Cards for quick insights into deadlines, resolution time, and time remaining, helping them prevent SLA breaches.



Build trust through transparent access to SLA performance data.


Strengthen the agreement between the service provider & customer.


Design the SLA policies as per the organization’s requirements.


Define simple to complex SLA policies based on different fields.