SLA - Service Level Agreement Goals

Service level agreement (SLA) for Time in Status tracks how long a work item stays in a specific state within your workflow.

This helps teams prevent bottlenecks by setting clear time goals for each stage of work - whether it’s epics, tasks, or issues. When a work item exceeds its allotted time, the SLA highlights it, so you can quickly identify delays and act before they become bigger problems.

This feature is key for delivering faster results and maintaining high-quality service.

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Who Benefits from Using SLAs?

The SLA feature helps different people on your team keep track of tasks and deadlines more easily.

Project Managers can stay on top of deadlines by seeing how long tasks spend in each stage, so they can fix problems before things get delayed.
Customer Support Teams make sure tickets get handled quickly by tracking how fast they respond and solve issues - keeping customers happy.
Developers and QA Teams can watch over tasks in progress or testing, spotting any slowdowns early and speeding things up.
Operations and Workflow Coordinators get a clear view of how work moves through the process, helping balance the team’s workload and avoid blockages.

Knowing who this helps makes it easier to see why SLA tracking is so useful. Now, let’s look at what the feature actually does.

What You Can Do with SLA

Here’s how SLA tracking in Time in State makes your workflow smoother:

Set Time Goals for Each Stage
You pick how long tasks should stay in states like “Doing” or “To Do” so nothing gets stuck.
Name Your SLAs
Give each rule a clear name (like “Warning Time” or “Deadline”) so everyone understands what’s being tracked.
See Color Alerts
Tasks change color on your board - yellow if they’re close to the limit, red if they’re overdue.
Use Multiple SLAs for One Stage
For example, you can have a “warning” at 25 days and a “critical” alert at 3665 days for the same stage.
Only Count Working Time
The timers respect your team’s work schedule - no weekends or holidays counted if you set it up that way.
Turn Rules On or Off Easily
Pause or activate any SLA rule with a simple switch - no need to delete.
Add as Many SLAs as You Need
Make rules for different stages, teams, or types of tasks - whatever fits your workflow.

How to Set Up Your SLAs

To make your experience with our integration smoother, we’ve made setting up SLAs really easy so you can start using them right away.

Open the SLA Settings
Just click the SLA button on your board.
Fill in the Details

Give your SLA a name like “Warning Time.”
Pick the state you want to track (“Doing,” “To Do,” etc.).
Set how long a task can stay there (days/hours/minutes).
Choose a color to highlight overdue tasks.
Turn the rule on or off with a toggle.
Delete rules you don’t need.

Add More Rules if Needed
Hit “+ Add SLA” to create more rules for other stages or priorities.
Save Everything
Click “Apply” to save your settings.

If you need help or want to ask questions, please email SaaSJet Support at support@saasjet.atlassian.net

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