Create Your SLA

Server Cloud

This page is about Time to SLA for Jira Cloud. Using Jira Server? Then please click on the "Server" button above.

Within Time to SLA, you can:
  • Differentiate SLAs based on priority.
  • Start/end your SLAs by issue status, date fields or comments.
  • Set SLA Goals as a duration.
  • Narrow down the scope of an SLA by using JQL functions.

On this page, you will learn how to define an SLA.


Go to SLA configuration

  1. Log into your Jira Cloud account.
  2. Click on Apps in the header menu to see the Time to SLA app.
  3. Go to SLA Configurations.

To define an SLA

  1. Click Add new SLA Definition.

  2. The SLA configuration pop-up screen will appear.

    Make sure that the toggle button is ACTIVE, otherwise the SLA edata will not be calculated for the SLA unless it is re-activated.

  3. Create a Name for the SLA.
  4. Select the Priority of issues.

    You can define different SLAs according to priority for the same set of issues. 

  5. Select when the SLA will start.

    Select the relevant Statuses if the SLA needs to start when an issue moves to one of the chosen statuses.

  6. Select when the SLA will end.

    Select the relevant Statuses if the SLA needs to end when an issue moves to one of the chosen statuses.

  7. Enter the paused status(es).
  8. Enter the SLA Goal.

    Use "d" to specify days, "h" for hours and "m" for minutes e.g. 2d 4h 30m.

  9. Select a calendar.
  10. Select the SLA calculation method.

    Largest Span counts the largest interval between origin and end statuses.

  11. Enter a JQL if necessary.

    You can add JQL conditions to filter issues that the SLA includes.

  12. Adjust the critical zone Slider to determine when the color of an SLA will change according to the time remaining on the SLA Goal.
  13. Click Save.
  14. You should now see the SLA on the list.

    (info) You will see the JQL icon in the list if you entered JQL functions.

    (info) You will see the PAUSE icon in the list if you entered some PAUSE statuses.

    (info) You will see the  icon in the list if you entered some SLA notifiers.