Define SLAs

Time to SLA lets you define and track an unlimited number of SLAs. From the SLA Configurations page, you can create new SLAs, manage existing ones, and configure notifications.

How to define an SLA

This documentation provides step-by-step instructions on creating an SLA using the Time to SLA app for Jira Cloud.

Steps

Step 1: Define your SLA

1. Navigate to Time to SLA > SLAs.

2. Click Add New SLA Definition.

3. Enter a name for your SLA.

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4. Enable or disable the SLA. (Disabling an SLA stops all calculations and removes it from reports and fields without deleting its configuration.)

Step 2: Define the SLA scope

4. Specify the Projects, Issues (JQL), and Workflows that the SLA will be applied to. At least one of these fields should be filled, but all are optional.

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Step 3: Set SLA conditions

5. SLAs operate based on four conditions:

   • START (mandatory) – Defines when the SLA begins.

   • END (mandatory) – Specifies when the SLA stops.

   • RESET (optional) – Resets the SLA under certain conditions.

   • PAUSE ON (optional) – Pauses the SLA under specific conditions.

   You can define multiple conditions. Since conditions are linked with an OR operator, the SLA will start when any condition is met.

Step 4: Set SLA goals

6. You can add an unlimited number of goals by using the Add new SLA goal button. All goals, except for the default goal, have to include a JQL or a priority.

   For more details, see the SLA goals page.

Step 5: Optional configurations

7. Choose how SLA time is calculated:

   • All Cycles – Adds up all cycles between the start and end conditions.

   • First Cycle – Considers only the first occurrence.

   • Largest Span – Uses the longest continuous duration.

   • Last Cycle – Considers only the last occurrence.

8. Define a Critical Zone threshold to indicate when an SLA is nearing its breach point. When an SLA enters this zone, its panel color changes from blue to orange.

9. Enable Asynchronous Update to process SLA updates in the background with a slight delay.

10. Click Save.

SLA Configurations management

1. SLAs – Click to access all of your SLAs.

2. ID – Displays the ID number of your SLA.

3. Name – Displays the name of your SLA.

4. Project – Displays the project name of your SLA.

5. Start – Displays the Start conditions of your SLA.

6. End – Displays the End conditions of your SLA.

7. Add New SLA Definition – Click to add a new SLA.

8. Eye icon – Lets you see the details of your SLA.

9. Pencil icon – Click to edit your SLA.

10. Bell icon – Click to manage the notifications of your SLA.

11. Copy icon – Enables you to clone an SLA.

12. Trashbin icon – You can delete an SLA by clicking this. This process is irreversible.

13. Columns – Add or delete columns (Reset, Goals, Pause on, etc.), and change their order by dragging and dropping them on the table.

14. Hide disabled SLAs – Check the box to hide disabled SLAs.