> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/service-catalog/slas.md). # SLAs 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. ### Per-priority rules 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. ### Calendar-aware timing 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.
### Status at a glance Every open request carries a color-coded SLA badge: | Color | Meaning | | --------- | ---------------------------------- | | 🟡 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. ### Breach alerts 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*](/workspace/business-calendars.md) *·* [*Assignment*](/request-management/assignment.md) *·* [*Workflows*](/request-management/assignment.md) *–* [*Actions library*](/workflow/actions-library.md)