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Welcome to Time to SLA, the ultimate solution for tracking and managing service level agreements (SLAs) in Jira Data Center.

What is Time to SLA?

Time to SLA helps teams track SLA compliance, monitor performance, improve response times, and automate SLA notifications.

• Admins can configure SLAs, set up notifications, and generate reports.

• Users can view SLAs on work items, track deadlines, and receive alerts.

Step 1: Set up permissions

Before you start defining SLAs, set user permissions to ensure team members have the right access. In the Permissions screen, you can configure user and group-based permissions for each Time to SLA menu.

Step 2: Configure calendars (Optional)

SLAs need working hours to calculate deadlines accurately. Time to SLA includes a 24/7 calendar by default, but you can create custom calendars for different teams.

• Using standard business hours? → Create a new calendar.

• Using round-the-clock support? → Stick with the default 24/7 calendar.

Before proceeding, set your time zone under Settings > General to ensure accurate calculations.

Step 3: Define your first SLA

With your user permissions and calendars set in place, it’s time to define your first SLA. For example, you can create:

• Time to resolution – Track how long work items take to resolve.

• Time to first response – Measure response time for new work items.

• Time in “In Progress” – Monitor how long a work item stays in a particular status.

Step 4: View and customize the SLA panel

Once you’ve set up your first SLA:

• Create a work item in the project you’ve selected to see the SLA panel in action. Learn more about how the SLA panel works and how you can customize it.

The SLA panel is your real-time view of how well your team is meeting your service level agreements. Watch as the panel changes color to reflect the status: blue for on track, yellow for at risk, and red for overdue.

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To see the SLA panel on your existing work items, recalculate your SLA data. You can also set up custom SLA notifications.

Step 4: Monitor performance with reports and dashboards

Time to SLA offers multiple tracking options. You can monitor time durations, compare SLAs, and gain valuable insights to ensure you’re always on track.

All your actions related to an SLA are automatically recorded in the SLA History tab on the work item view. This provides a detailed log of every change, so you can easily track progress over time.

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You can also add SLA-related custom fields to the work item view to store and easily find information.

Want to dive deeper? Use the reports to monitor service performance over time. These insights help you identify trends and make data-driven improvements.

Want a quick overview of SLA performance? Add the SLA gadgets to your Jira dashboard.

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You’re all set! Start tracking SLAs and optimizing your team's performance today.