Get started
- Derya Özdemir
This page is about Time to SLA for Jira Cloud. Using Data Center? Click here.
Welcome to Time to SLA, the ultimate solution for tracking and managing service level agreements (SLAs) in Jira Cloud.
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 issues, track deadlines, and receive alerts.
For admins
As you explore the app, keep an eye out for the graduation cap icon. Click it to watch SLA University videos tailored to the screen you're on.
Step 1: Set up permissions
Before you start creating 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. Create your first SLA
After installation, you'll be prompted to create your first SLA. To help you get started quickly, we offer pre-configured SLA templates with ready-made conditions and goals.
You can pick an SLA template to get started:
Time to resolution – Track how long issues take to resolve.
Time to first response – Measure response time for new issues.
Time in “In Progress” – Monitor how long an issue stays in a particular status.
Click Create from template, configure project details, and you're done!
Want full control? Select Create from scratch instead. Watch the video below for a step-by-step tutorial.
Step 4: View and customize the SLA panel
Once you’ve set up your first SLA:
Create an issue 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.
To see the SLA panel on your existing issues, recalculate your SLA data.
Two notifications are automatically generated upon SLA creation: users will get notified at 50% and 75% of the SLA duration. You can also set up custom SLA notifications.
Having issues? Here are quick solutions:
Step 5. Monitor performance with reports & dashboards
Now that your SLAs are running, it's time to track their performance.
Get insights with detailed SLA reports.
Set up report subscriptions for automatic updates.
Export reports to share data with your team.
Want a quick overview of SLA performance? Add the SLA gadgets to your Jira dashboard.
For users
Once your Jira admin has set up SLAs, here’s how you can use Time to SLA in your daily workflow.
Step 1: View SLAs on issues
The SLA panel appears inside Jira issues, providing real-time tracking of deadlines. To find the SLA panel:
Open an issue in Jira.
Scroll down to the SLA panel.
View the SLAs applied to the issue. There can be several.
Step 2: Track SLA deadlines and statuses
Watch the countdown timer in the SLA panel.
Look for status changes (Ongoing → Warning → Breached).
Check for color-coded indicators to quickly assess urgency.
If an SLA is close to breaching, escalate the issue or take action to meet the deadline.
Step 3: Stay vigilant with notifications
Time to SLA keeps you updated with alerts at 50% and 75% of SLA duration. Check your inbox regularly to avoid missing important SLA notifications.
Where will you receive notifications?
By default: Email.
Other options (if enabled by your admin): Slack or Microsoft Teams.
Not receiving SLA notifications?
Check your Jira notification preferences.
Ask your admin to confirm whether notifications are enabled for your team.
You’re all set! Start tracking SLAs and optimizing your team's performance today.