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SLAs set clear expectations for how fast requests get responded to and resolved. Siit tracks two targets per request: First Response Time and Resolution Time. Both are visible to admins at all times, with color-coded status so nothing slips unnoticed.
SLA targets in Siit are defined by priority. P1 incidents can run against a 24/7 calendar with a 15-minute first response target. Standard requests can run against a Mon–Fri 9am–6pm schedule with a 4-hour target. Each priority level gets its own rule, its own calendar, and its own targets — independently.
SLA clocks only count down during active working hours. Time outside those hours — evenings, weekends, public holidays — doesn't count toward breach. Different teams can follow different schedules: your EU team's SLAs run on CET hours, your US team's on ET hours.
Every open request carries a color-coded SLA badge:
🟡 Yellow
In progress — time remaining
🔴 Red
Breached — shows how long overdue
🟢 Green
Met — handled before the deadline
⚫ Grey
Missed but closed — shows how late
Status is visible in the request sidebar, list and board views, and the timeline.
Workflows trigger notifications before or at breach — Slack message to the assignee, priority escalation, reassignment to an escalation queue. Teams catch SLA risk before it becomes a breach.
Related: Business Calendars · Assignment · Workflows – Actions library
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