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Time to SLA offers everything you need to manage an unlimited number of SLAs. Follow the steps in this section to start keeping track of your SLAs with ease!
Step 1 - Create a Calendar
You can define your own business days/hours within Time to SLA, which uses this to calculate the remaining time on SLAs. In order to do this you need to create a calendar before you can define an SLA or, alternatively, you can use the predefined 7x24 calendar. Time to SLA allows you to create an unlimited number of calendars.
You can also:
- Set as many business time frames as you need for a business day.
- Define holidays as either full days or custom hours (i.e. half days) and recurring or non-recurring.
Step 2 - Create an SLA
After you have created a calendar, you can create an SLA. Time to SLA lets you define an unlimited number of SLAs.
- Trigger an SLA to start/end based on status, date fields and comments.
- Differentiate SLAs based on the priority of issues.
- Set SLA Goals as duration, negotiation date or dynamic duration.
- Select one of the calculation methods.
- Narrow down the scope of an SLA using JQL functions.
Step 3 - Track Your SLA
Now you have defined an SLA, it's time to track it. Time to SLA offers an SLA Panel to make it easy for you to track your SLAs.
Step 4 - Get Reports
You will probably have numerous issues and SLAs on the go at any one time, so you will need to be able to see the overall status and performance at a glance. Time to SLA offers customizable reports for this:
- The SLA summary report
- The SLA detail report