Creating an SLA policy

SLA policies are created and edited under Admin → SLA by an agent with the admin_settings manage permission.

Create a policy

1. Go to Admin → SLA to see the list of existing policies.
2. Click New to open the policy form (/admin/sla/new).
3. Enter a name (required) and an optional description.
4. Tick Default if this policy should apply when no other is chosen. Doing so clears the default flag on any other policy.
5. Set the business hours options (see below).
6. Enter the response and resolution targets for each priority.
7. Save. New policies are created active.

Default target values

If you leave a priority field blank, SummitPSA pre-fills sensible defaults (in minutes):

Editing

Open any policy from the list and choose Edit to change its name, description, default flag, business hours, or targets. The built-in No SLA system policy is read-only and cannot be edited.

Every create and edit action is recorded in the audit log against your agent account.