> ## Documentation Index
> Fetch the complete documentation index at: https://docs.collabase.ch/llms.txt
> Use this file to discover all available pages before exploring further.

> Define response and resolution time targets per priority. Track and surface SLA breaches automatically across board and queue views.

# Sla

# 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.

## 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**.

## Response vs. Resolution targets

Each SLA policy defines two time targets per priority level:

| Target             | Meaning                                                                           |
| ------------------ | --------------------------------------------------------------------------------- |
| **First Response** | The maximum time before a team member takes ownership of or responds to the task. |
| **Resolution**     | The maximum time before the task is moved to a resolved (Done-category) status.   |

Both targets are set in minutes.

## Example policy — 3-tier support

| Priority     | First Response  | Resolution      |
| ------------ | --------------- | --------------- |
| **CRITICAL** | 30 minutes      | 4 hours         |
| **HIGH**     | 4 hours         | 1 business day  |
| **MEDIUM**   | 1 business day  | 3 business days |
| **LOW**      | 3 business days | 7 business days |

## Creating an SLA policy

<Steps>
  <Step title="Open project settings">
    Navigate to your project and click **Settings** in the left sidebar. Select **SLA Policies**.
  </Step>

  <Step title="Add a new policy">
    Click **+ New Policy**. Enter a name for the policy (e.g., "Standard Support SLA" or "Enterprise SLA").
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save the policy">
    Click **Save**. The policy is now available to assign to the project.
  </Step>

  <Step title="Set as default (optional)">
    Toggle **Set as default** to apply this policy automatically to all new tasks in the project.
  </Step>
</Steps>

## 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.

<Warning>
  SLA breach indicators are visual only. Collabase does not automatically escalate or reassign tasks. Use [Automation](/automation/overview) to trigger escalation actions — such as reassigning the task, sending a Slack alert, or paging an on-call engineer.
</Warning>

## SLA policies and queues

Pair an SLA policy with a [Queue](/projects/queues) 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.