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",[1260,1261,1262],"strong",{},"Service Level Agreement (SLA)"," is a promise about how quickly your team responds to and resolves a customer's ticket — for example, \"first response within 1 hour for Urgent tickets.\" DevStride can track that promise for you automatically: it starts a timer when a matching ticket comes in, counts only the hours your team is actually open, and warns you (or takes an action) before the deadline is missed.",[1256,1265,1266],{},"Two settings work together to make this possible:",[1268,1269,1270,1283],"table",{},[1271,1272,1273],"thead",{},[1274,1275,1276,1280],"tr",{},[1277,1278,1279],"th",{},"Concept",[1277,1281,1282],{},"What it means",[1284,1285,1286,1297],"tbody",{},[1274,1287,1288,1294],{},[1289,1290,1291],"td",{},[1260,1292,1293],{},"Schedule",[1289,1295,1296],{},"The business hours your team works — which days, which windows, which timezone, and which holidays are closed. Timers only count time inside an open window.",[1274,1298,1299,1304],{},[1289,1300,1301],{},[1260,1302,1303],{},"SLA Policy",[1289,1305,1306,1307,1310,1311,1314],{},"The rule that says which tickets a promise applies to (its ",[1260,1308,1309],{},"filter",") and how many minutes are allowed for each response type (its ",[1260,1312,1313],{},"targets",").",[1316,1317,1320,1321,1324,1325,1329],"alert",{"title":1318,"type":1319},"Requires a requester","info","SLA timers only run on tickets that have a ",[1260,1322,1323],{},"requester"," — a customer. A ticket with no requester attached has nothing to promise a response time to, so no timer starts. See ",[1326,1327,445],"a",{"href":1328},"/service-desk/requesters-and-companies",".",[1331,1332,1334],"h2",{"id":1333},"setting-up-business-hours-schedules","Setting up business hours (Schedules)",[1256,1336,1258,1337,1339],{},[1260,1338,1293],{}," defines when your team is open, so a timer doesn't keep ticking overnight or over the weekend if you aren't working then.",[1341,1342,1343,1350,1356,1371,1378],"ol",{},[1344,1345,1346,1347,1329],"li",{},"Open ",[1260,1348,1349],{},"Settings → Service Desk → Schedules",[1344,1351,1352,1353,1329],{},"Click ",[1260,1354,1355],{},"New",[1344,1357,1358,1359,1362,1363,1366,1367,1370],{},"Give it a ",[1260,1360,1361],{},"name",", choose a ",[1260,1364,1365],{},"timezone",", and set your ",[1260,1368,1369],{},"open windows"," for each day of the week (leave a day empty to mark it closed).",[1344,1372,1373,1374,1377],{},"Optionally add ",[1260,1375,1376],{},"holidays"," — specific dates the schedule treats as closed regardless of the weekly pattern.",[1344,1379,1380],{},"Save.",[1256,1382,1383,1384,1387],{},"You can also skip a schedule entirely and leave an SLA Policy running ",[1260,1385,1386],{},"around the clock (24×7)"," — useful for a promise that should count every hour, not just business hours.",[1316,1389,1392,1393,1397,1398,1401],{"title":1390,"type":1391},"Overlapping windows aren't allowed","warning","Two open windows on the same day can't overlap (for example ",[1394,1395,1396],"code",{},"09:00–17:00"," and ",[1394,1399,1400],{},"12:00–18:00"," on the same Monday) — DevStride blocks the save until the overlap is resolved, since overlapping windows would double-count time toward a timer.",[1256,1403,1404],{},"A schedule can be edited at any time — future timer calculations pick up the change.",[1316,1406,1408,1411,1441],{"title":1407,"type":1391},"A schedule in use can't be deleted",[1256,1409,1410],{},"DevStride refuses to delete a schedule that anything still points at, and tells you exactly what's still using it. Three things can hold onto one:",[1412,1413,1414,1420,1431],"ul",{},[1344,1415,1416,1417,1419],{},"an ",[1260,1418,1303],{},",",[1344,1421,1422,1423,1426,1427,1430],{},"a ",[1260,1424,1425],{},"team","'s Business Hours (",[1260,1428,1429],{},"Settings → Teams","),",[1344,1432,1433,1434,1437,1438,1314],{},"your organization's ",[1260,1435,1436],{},"default business schedule"," (",[1260,1439,1440],{},"Settings → Service Desk",[1256,1442,1443],{},"Detach it from those first. The guard exists because deleting a schedule out from under them wouldn't fail loudly — it would quietly switch that work to round-the-clock counting, and your overnight escalations would start firing overnight.",[1445,1446,1448],"h3",{"id":1447},"schedules-arent-just-for-slas","Schedules aren't just for SLAs",[1256,1450,1451,1452,1455,1456,1459,1460,1464,1465,1468,1469,1471],{},"The same schedules define ",[1260,1453,1454],{},"business hours"," for ",[1326,1457,1458],{"href":478},"time-based ticket automations"," — so an escalation like ",[1461,1462,1463],"em",{},"\"no staff reply in 8 business hours\""," pauses overnight and over the weekend exactly the way an SLA timer does. Which schedule a given ticket is measured against is resolved per ticket: its ",[1260,1466,1467],{},"team's"," schedule first, then the organization's ",[1260,1470,1436],{},", then calendar time.",[1331,1473,1475],{"id":1474},"creating-a-promise-sla-policies","Creating a promise (SLA Policies)",[1256,1477,1478,1479,1481],{},"An ",[1260,1480,1303],{}," is the promise itself: which tickets it covers, and how many minutes each matched ticket gets.",[1341,1483,1484,1489,1493,1501,1524,1546],{},[1344,1485,1346,1486,1329],{},[1260,1487,1488],{},"Settings → Service Desk → SLA Policies",[1344,1490,1352,1491,1329],{},[1260,1492,1355],{},[1344,1494,1358,1495,1497,1498,1500],{},[1260,1496,1361],{}," and choose a ",[1260,1499,1293],{}," (or leave it 24×7).",[1344,1502,1503,1504,1506,1507],{},"Set the ",[1260,1505,1309],{}," — the conditions a ticket must match for this policy to apply. Today a filter can match on:\n",[1412,1508,1509,1514,1519],{},[1344,1510,1511],{},[1260,1512,1513],{},"Priority",[1344,1515,1516],{},[1260,1517,1518],{},"Work Type",[1344,1520,1521],{},[1260,1522,1523],{},"Customer Importance",[1344,1525,1503,1526,1528,1529],{},[1260,1527,1313],{}," — the number of minutes allowed, per priority, for each response type:\n",[1412,1530,1531,1540],{},[1344,1532,1533,1536,1537,1329],{},[1260,1534,1535],{},"First response"," — time to the first ",[1260,1538,1539],{},"Reply to customer",[1344,1541,1542,1545],{},[1260,1543,1544],{},"Resolution"," — time to the ticket being marked resolved.",[1344,1547,1380],{},[1256,1549,1550],{},[1551,1552],"img",{"alt":1553,"src":1554},"The SLA Policies settings page listing policies with their schedule, filter summary, and targets.","/images/service-desk/settings-sla-policies.png",[1445,1556,1558],{"id":1557},"when-more-than-one-policy-could-match","When more than one policy could match",[1256,1560,1561,1562,1565,1566,1569],{},"Policies are evaluated ",[1260,1563,1564],{},"in order, top to bottom",", and the ",[1260,1567,1568],{},"first one that matches wins"," — a ticket is never double-timed by two policies at once. Reorder policies with the up/down controls on the list to change which one takes priority; put your most specific policies above your general catch-all.",[1316,1571,1574,1575,1329],{"title":1572,"type":1573},"A catch-all at the bottom","tip","A common pattern is a specific policy for your highest priority (\"Urgent — 15 minutes\") above a broad, low-target catch-all policy with no filter at all, so every ticket ends up covered by ",[1461,1576,1577],{},"something",[1316,1579,1582],{"title":1580,"type":1581},"Complex filters built outside the policy editor are preserved, not simplified","note","The Policy editor's filter builder supports straightforward matching (is / is not, on Priority, Work Type, or Customer Importance). If a policy's filter was built with anything more advanced than that — for example through the API — DevStride shows a notice that the filter can't be edited in this screen rather than silently simplifying it. You can still rename the policy and change its other settings; the original filter is left exactly as it was.",[1331,1584,1586],{"id":1585},"watching-timers-run-the-sla-at-risk-view","Watching timers run: the SLA at-risk view",[1256,1588,1346,1589,1592,1593,1596,1597,1596,1600,1603,1604,1607],{},[1260,1590,1591],{},"Service Desk → SLA At Risk"," to see every ticket currently being timed, with its response type, remaining time (or how overdue it is), and current state — ",[1260,1594,1595],{},"Running",", ",[1260,1598,1599],{},"Paused",[1260,1601,1602],{},"Met",", or ",[1260,1605,1606],{},"Breached",". Clicking a row opens the normal ticket detail view, so you triage it exactly the way you'd triage any other ticket.",[1256,1609,1610,1611,1614,1615,1618],{},"A timer ",[1260,1612,1613],{},"pauses"," automatically outside your schedule's open hours (for example overnight or over a weekend) and ",[1260,1616,1617],{},"resumes"," counting down the remaining time once your team is open again — so a ticket that arrives Friday evening doesn't quietly blow through its target before Monday morning.",[1331,1620,1622],{"id":1621},"reacting-automatically-when-a-promise-is-at-risk-or-missed","Reacting automatically when a promise is at risk or missed",[1256,1624,1625,1626,1628],{},"SLA timers raise two events your team can automate against, alongside DevStride's other ",[1326,1627,696],{"href":552},":",[1412,1630,1631,1637],{},[1344,1632,1633,1636],{},[1260,1634,1635],{},"SLA At Risk"," — fires when a ticket crosses into the last stretch of its allowed time (currently the final 20%) and hasn't been met yet.",[1344,1638,1639,1642],{},[1260,1640,1641],{},"SLA Breached"," — fires the moment a ticket misses its target.",[1256,1644,1645,1646,1649],{},"A new action, ",[1260,1647,1648],{},"Reply to Customer",", can be attached to either trigger — for example, automatically apologizing and reassuring the customer the moment a response time is breached, without anyone needing to be watching the at-risk list in real time.",[1316,1651,1653,1654,1656,1657,1660,1661,1329],{"title":1652,"type":1319},"Reply to Customer is always public","Because this action emails the requester directly, it always sends as a ",[1260,1655,1539],{}," (never an internal note), and it requires the ",[1260,1658,1659],{},"Send Public Replies"," permission on whoever configured the Automation. See ",[1326,1662,469],{"href":1663},"/service-desk/permissions",[1331,1665,469],{"id":1666},"permissions",[1256,1668,1669,1670,1673,1674,1676],{},"Creating and editing Schedules and SLA Policies requires the ",[1260,1671,1672],{},"Manage Service Desk Settings"," permission — the same permission that controls channel addresses and request forms. See ",[1326,1675,469],{"href":1663}," for the full breakdown of Service Desk roles.",[1316,1678,1680,1681,1684,1685,1688],{"title":1679,"type":1581},"Not yet included","This first release of SLAs matches on Priority, Work Type, and Customer Importance. Matching on ",[1260,1682,1683],{},"Channel"," or ",[1260,1686,1687],{},"Company"," isn't available yet — it's on the roadmap.",{"title":1690,"searchDepth":238,"depth":238,"links":1691},"",[1692,1695,1698,1699,1700],{"id":1333,"depth":238,"text":1334,"children":1693},[1694],{"id":1447,"depth":296,"text":1448},{"id":1474,"depth":238,"text":1475,"children":1696},[1697],{"id":1557,"depth":296,"text":1558},{"id":1585,"depth":238,"text":1586},{"id":1621,"depth":238,"text":1622},{"id":1666,"depth":238,"text":469},"Promise how fast your team responds to and resolves tickets, have DevStride track the clock against your real business hours, and get warned automatically before a promise is missed.","md",null,{},true,{"title":473,"description":1701},"oOfYHlbqXgwnbeZ7Es_GQyW7xMPRlnHDRw0K9P8tvFE",[1709,1711],{"title":469,"path":470,"stem":471,"description":1710,"children":-1},"Service Desk access is governed by roles, just like the rest of DevStride. Four permissions control who can configure the desk, manage requesters, reply to customers, and reach the module at all — and explain why the module or a button can disappear.",{"title":477,"path":478,"stem":479,"description":1712,"children":-1},"Act on tickets based on how long something has taken — close solved tickets automatically, escalate a ticket nobody has answered, and nudge a customer who's gone quiet — measured against your real business hours.",1784911217360]