Time to SLA

Fulfill requests on time

with the #1 SLA app 

in Jira

Fulfill requests on time

with the #1 SLA app 

in Jira

Improve the quality of your service, keep all teams up to date on related SLAs in related issues, and boost customer satisfaction (CSAT).

Improve the quality of your service, keep all teams up to date on related SLAs in related issues, and boost customer satisfaction (CSAT).

Cloud fortified iconCloud fortified

Assessed for scale iconAssessed for scale

24 hour support icon24/5 support

Reliability checks iconReliability checks

Key benefits 01

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Create fit for purpose SLAs

Define specific contract conditions, set goals, prioritize customers, and narrow down the scope using JQL queries.

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Do more with smarter tracking tools 

Color-coded panels, real-time counters, and notifications help you stay on track in Jira Service Management and Software.

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Quick, in-depth reporting

Gain insights on service delivery in a snap with built-in reports personalized with Jira filters and JQL functions.

Customers 02

Teams who trust us

Key features 03

Make service level agreements a no-brainer

Explore a robust slate of features that empower you to handle the full SLA process from end-to-end.

Collaboration made easy

Time to SLA is available on Jira Service Management and Jira Software, allowing teams to view SLAs of linked issues for seamless collaboration within a modern enterprise.
Time to SLA Feature 1

A new and improved Jira issue view

Keep on top of your agreements with a seamless Jira integration which brings live SLA data directly into the issue view.
Time to SLA Feature 2

Useful SLA conditions

Set when you’d like an SLA to start, stop, reset, and pause. For example, you can pause an SLA when the status changes to “waiting for customer.” 
Time to SLA Feature 3

Specific goal setting

Create SLAs that are bespoke to each of your customer agreements and uphold internal expectations using the wide range of goal options.
Time to SLA Feature 4

More features

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Operation level agreement (OLA) management

Set internal expectations for your service teams to be able to meet customer SLAs.

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Flexible calendars

Create an unlimited number of calendars with time intervals such as break and lunch times.

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Flexible negotiation settings

If your customers ask for requests to be fulfilled by a specific date instead of a set duration, you can assign date fields as negotiation dates.


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Helpful notifications

Get notifications via Slack and email when an SLA has reached a certain percentage of its target, is close to being breached, or has been breached.

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Critical zones

Personalize your SLAs by defining what you consider as a “critical zone” such as 80% of the SLA duration.

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Effective prioritization

Identify customers as VIPs and get notified when an SLA is close to being breached.

Great app, easy to configure. It took me a few minutes to define and watch SLAs.

Barbara L.

A handy add-on to Jira Service Management. The support team is awesome. They respond quickly to problems and questions and have added some of my suggestions as new features, which is great.

Roy H.

Compatible apps 04

Build the perfect SLA management app combo

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Dashboard Hub for Jira

Revise how you report SLAs and other service desk KPIs in Jira while gaining business insights across teams, projects, and Atlassian tools by pulling the robust SLA metrics into sharable, customizable dashboards. 

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Canned Responses Pro Templates for Jira

Spend less time on repetitive tasks and more time helping customers with dynamic templates for common tickets in Jira Service Management, bug reports, story points, feature requests, and other tasks in Jira Software. 

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Assets and Inventory Plugin for Jira

Set SLAs to track the distribution, management, and servicing of physical assets (i.e., laptops, computers, and servers) and digital assets (i.e., software, application programs, and contracts) with this app which integrates seamlessly with Time to SLA.

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Chat for Jira Service Management

Improve first response and resolution time SLAs with a live chat widget on your customer portal or website. Customers can easily request support in real-time, and all live chat conversations are synced in Jira Service Management.

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Enhancer Plugin for Jira

For additional support KPI metrics beyond service level agreements, the Enhancer Plugin for Jira arms teams with tools to optimize their service desk. This includes the app’s time tracking report, which allows teams to spot bottlenecks in their workflows. 

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HelpDesk+

Ensure your support team meets SLA targets by integrating Jira Service Management with Slack. Teams can automatically create Jira tickets from support requests in Slack with chats synced between platforms and an AI-powered chatbot to promote self-service.

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