Time to SLA
Create, track, and report on service level agreements in Jira with Time to SLA
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Improve service quality and customer satisfaction with Time to SLA
Keep on top of numerous service level agreements (SLAs) with varying contractual obligations for different customers. Time to SLA allows you to spend less time managing SLAs and more time supporting customers.
Create SLAs with dynamic conditions, workflows, and JQL queries
Define SLA contract conditions based on Jira issue statuses, date fields, or comments. Set a goal using a negotiation date field, fixed duration, or dynamic duration. Narrow down the scope with JQL queries.
Track SLAs with color-coded panels, real-time counters, and notifications
As soon as an SLA is in progress, the panel will be visible. Check the color to see the status and use the real-time countdown timer. You can also add colored fields to issues for more information.
Analyze SLAs with reports and gadgets to improve processes over time
Select relevant fields and the app’s JQL functions to generate custom SLA reports quickly. Export your reports to Excel with just one click. You can also add gadgets to your dashboard for live data updates.
Time to SLA is the #1 service level agreement app in Jira
Support and IT Service Management Teams
Procurement Managers
Change Managers
Jira Admins
Support and IT Service Management Teams
- Time to SLA is an end-to-end SLA management solution and allows support and ITSM teams to easily create, track and report on SLAs.
- Get live SLA insights at a glance with color-coded SLA panels and detailed analysis in the many reports, to keep on top of agreements and ultimately keep customer satisfaction high.
- The app is available on both Jira Service Management and Jira Software, so support and ITSM teams can easily collaborate with developers as well as other teams.
Support and IT Service Management Teams
Procurement Managers
Change Managers
Jira Admins
Procurement Managers
- Time to SLA is an end-to-end SLA management solution and allows teams to easily create, track, and report on SLAs.
- Pause the SLA counters when purchase requests are waiting for an external supplier’s status. This will keep data accurate and avoid “false” SLA breaches.
- Get live SLA insights at a glance with color-coded SLA panels and detailed analysis in the many reports, to keep on top of agreements and ultimately keep customer satisfaction high.
Support and IT Service Management Teams
Procurement Managers
Change Managers
Jira Admins
Change Managers
- Reset SLA counters when a change request is assigned to the queue for the Change Advisory Board (CAB), for example.
- This will shield your team from internal impediments such as re-assigning issues multiple times or time spent in another team’s queue.
- The ability to respond to service requests by the end of the next business day is a built-in SLA goal option within the app. This will allow you to easily comply with SLAs from VIP customers.
Support and IT Service Management Teams
Procurement Managers
Change Managers
Jira Admins
Jira Admins
- Time to SLA is an end-to-end SLA management solution and allows teams to easily create, track and report on SLAs.
- Re-generate SLA metrics to retrospectively update SLA data for existing issues that are at least 30 days old and in “Waiting for external supplier” status, for example.
- Get live SLA insights at a glance with color-coded SLA panels and detailed analysis in the many reports, to keep on top of agreements and ultimately keep customer satisfaction high.
Support and IT Service Management Teams
Procurement Managers
Change Managers
Jira Admins
Time to SLA allows you to handle the full end-to-end process of SLA management
Set specific goals for your SLAs
Whether you’re an IT team that’s juggling internal requests or a facilities management company servicing an array of customers, Time to SLA’s wide range of goal options allow you to create SLAs that are bespoke to each of your customer agreements. Show More Show Less
Key features of Time to SLA
Easy collaboration
Time to SLA is available on both Jira Service Management and Jira Software for cross-team collaboration within a modern enterprise.
Set working calendars
Create an unlimited number of calendars and time intervals such as break times. Add recurring, non-recurring, whole day, half day, and shared holidays.
SLA conditions
Set conditions where you like an SLA to start, stop, reset, and pause. For example, you can pause an SLA when the status is changed to “waiting for customer”.
Critical zones
Personalize your SLAs to suit the needs of your business and customers by defining what you consider as a “critical zone” such as 80% of the SLA duration.
Flexible negotiation settings
If your customers ask for specific dates instead of durations, you can assign date fields as negotiation dates within SLA goals.
Manage OLAs
Time to SLA also allows you to manage operational level agreements (OLAs) – internal agreements that service providers define so internal users can meet SLAs.
The best SLA solution in Jira
Time to SLA is trusted by thousands of business in over 70 countries.
