SLAs

SLAs in Siit set clear expectations for speed and quality. Define targets per service, control when the clocks run, and alert your team before or at breach so nothing slips.

SLA types: Siit supports two SLAs

• First Response Time: how quickly your team should send the first public reply to the requester.

• Resolution Time (Time to Close): how long you have to resolve the request.

Where SLAs are defined

• Per service: Service catalog → Request tab → SLAs. Turn SLAs on and set targets for First response and Time to close.

• Office hours: choose Office hours or Office minutes to respect your working schedule.

• Pause rules: optionally pause SLAs when the request is set to Waiting or Snoozed.

Office hours and calendars

• Settings → Workspace → Office hours: set timezone and working hours for each weekday.

• When SLAs use Office hours/minutes, time outside your schedule (evenings, weekends) doesn’t count toward breach.

Notify before or on breach

Use a workflow to alert the right people as SLAs approach risk or breach:

• Trigger: SLA breached (or pair with status/priority conditions).

• Actions:

  • Send a Slack message to the assignee, inbox channel, or a leadership channel.

  • Send a Communication to the assignee/participants.

  • Increase priority or reassign to an escalation queue. Tip: Create a second workflow that posts a warning as the remaining time becomes short (for example, when status is still New/In progress near the target). Pair with tags like “SLA‑risk” to make triage easy.

Where SLAs are visible

• Request sidebar: see “First response” and “Time to close” with Remaining/Early labels and color cues.

• List and board views: optional SLA columns/badges for quick scanning and triage.

• Timeline: workflow alerts and breach events are logged for audit.

Examples

• IT P1 Incident

  • First response: 15 office minutes

  • Time to close: 4 office hours

  • Pause on Waiting: off (keep clocks running for incidents)

  • Workflow: on breach → notify #it‑ops and assign to on‑call

• HR Payroll Question

  • First response: 4 office hours

  • Time to close: 3 office days

  • Pause on Waiting: on

  • Workflow: 2 hours before first response due → DM assignee; add tag “SLA‑risk”

Best practices

• Define SLAs where expectations matter most (top services and high‑impact categories).

• Keep statuses simple and align pause rules with your process.

• Use inbox Views filtered by “SLA at risk” for live triage.

• Escalate early: warn before breach and provide a clear path (reassign, raise priority, notify a lead).

• Review performance monthly and tune targets by service based on real data.