How SLA policies work

An SLA policy defines the response and resolution time targets SummitPSA expects for a ticket, and the engine uses it to calculate due dates automatically.

What a policy contains

Each policy has a name, an optional description, and a set of priority rules — one rule per priority (critical, high, medium, low). Every rule stores a response time and a resolution time, both measured in minutes.

How due dates are calculated

When a policy is assigned to a ticket, the engine looks up the rule matching the ticket's priority and computes two timestamps: sla_response_due and sla_resolution_due. The clock starts at the time of assignment.

• If the policy has business hours enabled, the targets are counted only across Monday–Friday within the configured start and end hours; evenings and weekends are skipped.
• If business hours are off, the targets are added as plain calendar minutes.

The default policy

One active policy can be marked as default. Marking a policy default automatically clears the default flag on any other policy, so there is always at most one. The default is the policy applied when no other is chosen for a ticket.

The No SLA policy

A built-in No SLA system policy exists for tickets that should not be tracked. When it is assigned, all due dates and breach state are cleared and the ticket is excluded from SLA reports. This system policy cannot be edited or deleted.