SLA contract extension

You can extend the SLA deadline for a specific work item without affecting the SLA configuration or other work items.

This feature is useful in exceptional cases such as service disruptions or customer-approved delays where additional time is required to meet the SLA. Once extended, the SLA report will reflect the new deadline, and the work items will not be marked as failed if resolved within the extended timeframe.

When to use it

You can extend an SLA whether it is running, paused, or breached. Use this feature in exceptional cases, such as:

• Service outages

• Customer-approved deadline shifts

• Escalations requiring more time

How to extend the SLA for a work item

Once SLA tracking has started for a work item, you'll see an Extend SLA icon in the SLA panel.

1. Click the Extend SLA icon.

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2. The Extend SLA modal will appear. Fill out the form:

   • Extend SLA by:

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     Enter how much more time is needed (for example, 2d 5h).

   • Extension starts – Depending on your selection and the extension duration you’ve entered, you’ll see the target date in the New SLA Target Date section.

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     • After original SLA target date (default): Adds the entered time to the previous SLA target.
       Example: SLA was due at 3 PM; adding 1h moves the deadline to 4 PM.

     • From now: Adds the time from the current moment.
       Use this if the SLA has already breached.

   • Extension reason (Optional):
     You can log the reason for the extension (for example, Customer approved extension due to server outage).

   • Attach file (Optional):
     Upload evidence of the approval (like an email screenshot) to avoid miscommunication.

3. Click Extend.

The SLA panel will update to show:

• The new target date

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• Extended status label

• Remaining time under Extended Remaining

Example

Before extension:

• SLA Target Date: 9/May/22 12:30 AM

• Breached: SLA shown as failed

After extension:

• SLA Target Date: 10/May/22 12:30 AM

• Status: Extended

• SLA report will now reflect success if resolved within the extended period.

A tooltip in the SLA panel will show the target date before the extension happened, the reason for the extension, and any attached files.

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Undoing an SLA extension

You can revert an SLA extension if needed.

1. Click the Extend SLA button on the SLA panel again.

2. Confirm your choice in the Undo Extend SLA dialog.

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The SLA will revert to its original configuration and timeline.

Tracking extensions

All SLA extension activity is recorded in the SLA History tab:

• You’ll see when the SLA was started, entered critical zone, breached, extended, and by whom.

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