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SLA Policies

SLA (Service Level Agreement) policies define time targets for how quickly tasks must be responded to and resolved, based on their priority level. Collabase tracks these targets automatically from the moment a task is created and surfaces breaches in the board and queue views. SLA policies are configured per project and are most commonly used in support and helpdesk projects where response time commitments need to be enforced.

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How the SLA clock works

  • The SLA clock starts when a task is created.
  • The clock pauses automatically when the task’s status is set to a hold-type status (for example, “Waiting on Customer” or “On Hold”). Time spent in a paused state does not count toward the SLA target.
  • The clock resumes when the task moves back to an active status.
  • When a target is exceeded, the task is marked as SLA breached.

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Response vs. Resolution targets

Each SLA policy defines two time targets per priority level: Both targets are set in minutes.

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Example policy — 3-tier support

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Creating an SLA policy

1

Open project settings

Navigate to your project and click Settings in the left sidebar. Select SLA Policies.
2

Add a new policy

Click + New Policy. Enter a name for the policy (e.g., “Standard Support SLA” or “Enterprise SLA”).
3

Add priority rules

For each priority level you want to track (CRITICAL, HIGH, MEDIUM, LOW), click + Add Rule and set the First Response and Resolution times in minutes.
4

Save the policy

Click Save. The policy is now available to assign to the project.
5

Set as default (optional)

Toggle Set as default to apply this policy automatically to all new tasks in the project.

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SLA breach indicators

When a task exceeds an SLA target:
  • A red timer badge appears on the task card in board and queue views.
  • The task is sorted to the top of its queue so it is immediately visible.
  • The task detail view shows which specific target was breached (First Response or Resolution) and by how much.
  • If you have an Automation rule configured with the SLA breached trigger, it fires at the moment of breach.
SLA breach indicators are visual only. Collabase does not automatically escalate or reassign tasks. Use Automation to trigger escalation actions — such as reassigning the task, sending a Slack alert, or paging an on-call engineer.

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SLA policies and queues

Pair an SLA policy with a Queue to create a triage inbox that highlights breached tasks at the top. This combination is the standard setup for support teams who need to enforce response time commitments across different priority levels.
Last modified on June 21, 2026