SLA targets by priority

SLA targets are defined per ticket priority, so urgent work gets tighter deadlines than routine work.

The four priorities

SummitPSA uses a fixed set of priorities: critical, high, medium, and low. A policy holds exactly one rule per priority, and a database constraint prevents duplicate rules for the same priority within a policy.

Response vs. resolution

• Response time — how long you have to make first contact on the ticket. This drives the sla_response_due deadline and is considered met once a first response is recorded.
• Resolution time — how long you have to resolve the ticket. This drives the sla_resolution_due deadline used for breach and compliance tracking.

Both values are stored in minutes. For example, a 4-hour resolution target is entered as 240.

How a target is selected

When a ticket is assigned a policy, the engine matches the ticket's current priority to the policy's rule for that priority and calculates the two due dates from the assignment time. If the policy has no rule for that priority, no due dates are set.

Tracking against targets

The SLA Compliance report (Reports → SLA & Quality) breaks down totals, met counts, breached counts, and compliance percentage by priority, so you can see which targets are hardest to hit.