SLAs & Service Targets

• How SLA policies work An SLA policy ties response and resolution targets to ticket priority and applies them with optional business-hour scheduling.
• Creating an SLA policy Create an SLA policy under Admin to set its name, business hours, default status, and per-priority response and resolution targets.
• SLA targets by priority Each policy stores a separate response and resolution target, in minutes, for every ticket priority from critical to low.
• Configuring business hours Enable business hours on a policy so SLA timers count only weekday working hours instead of round-the-clock calendar time.
• Escalation and breach handling SummitPSA flags tickets as OK, warning, breached, or met so teams can act before and after an SLA deadline passes.