Negotiated date SLA type

The Negotiated date SLA type allows you to track SLA performance based on a specific date or date-time field in the work item.

Instead of measuring a fixed duration (for example, 8 hours), this SLA type tracks whether the work item is completed before or after a defined deadline.

This deadline is taken from the work item field, such as: Due Date, or any custom date or date-time field.

👉 This means that each issue can have its own SLA target.

This type of SLA is typically used when:

each task has an individually agreed deadline
deadlines are defined manually or negotiated with stakeholders
you want to include those deadlines in SLA tracking and reporting

How SLA time is calculated

Once the defined Start condition is met, the SLA timer begins.

Instead of counting toward a fixed duration, the system calculates the remaining time until the selected date field.

SLA starts → when the Start condition is met
SLA target → the date set in the selected field
SLA stops → when the Stop condition is met

If the wotk item is completed before the selected date, the SLA is met.
If the work item is completed after the selected date, the SLA is exceeded.

The system takes into account the configured working schedule and excludes non-working hours from the calculation.

SLA conditions and goals

In a Negotiated date SLA, conditions and goals still work together:

Conditions define when SLA tracking starts and stops
Goal is defined by the selected date field

Example

:Start: Start condition: work item moves to Status: To Do

:Stop: Stop condition: work item moves to Done

Negotiated date field: Due Date = 9:00 AM

💡 If the work item enters To Do at 10:00 AM on March 10, the app tracks whether it is completed before or after 9:00 AM on March 11.

Completed at 8:00 AM → SLA is met
Completed at 9:30 AM → SLA is exceeded

The system checks whether the work item is completed before or after the selected date.

SLA conditions configuration

You can configure:

:Start: Start condition

Defines when SLA tracking begins. The timer starts when the work item meets the selected condition (for example, when the status changes to In Progress).

:Stop: Stop condition

Defines when SLA tracking ends. The timer stops when the work item meets the selected stop condition (for example, when the status changes to Done).

The following options are not available for Negotiated date SLA:

Pause condition
SLA Reset
Multi-cycle option

This is because the SLA is based on a fixed deadline, not on accumulated time.

SLA goals configuration

For this SLA type, you do not define a fixed time-based goal, such as 8h. Instead, you select a Negotiated date field, and the value from that field becomes the SLA target for each work item.

For example, you can use:

Due Date
Target Date
any other custom date or date-time field

This means that each work item can have its own individual SLA deadline, depending on the date set in the selected field. This approach is useful when deadlines are set individually and should be tracked as SLA targets.