SLA Policies

SLA (Service Level Agreement) policies define the time targets your team commits to when handling tickets. Each policy sets a maximum first-response time and a maximum resolution time for a given priority level. Auxilium automatically enforces these targets, calculates deadlines on new tickets, and flags breaches.

How SLA policies work

SLA policies are configured at the project level. Each policy is tied to a specific priority (Urgent, High, Medium, or Low) and defines two time targets:

Field	Description
First response time	Maximum minutes allowed before an agent first responds to the ticket.
Resolution time	Maximum minutes allowed to fully resolve the ticket.

When a ticket is created, Auxilium matches its priority to an active SLA policy in the same project and computes two deadlines. If no matching policy exists for that priority, no SLA deadlines are set.

Recommended starting targets

Priority	First response	Resolution
Urgent	15 minutes	2 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	8 hours	72 hours

One policy per priority

Each project should have one SLA policy per priority level. Auxilium selects the policy whose priority matches the incoming ticket. Configure SLA policies in your project settings.

SLA info on the ticket detail page

Open any ticket and look at the Details card in the right sidebar. The SLA section displays:

Field	Description
First Response Due	The deadline by which an agent must first respond. Displayed as a timestamp.
Resolution Due	The deadline by which the ticket must be fully resolved.
First Response At	When the first agent response actually occurred. Empty until an agent responds.
SLA Breached	An indicator showing whether any SLA target has been missed.

When a deadline is approaching, the timestamp is highlighted to draw attention. If a deadline has passed without the required action, the SLA Breached indicator activates.

Breaches are permanent

Once an SLA target is breached on a ticket, the breached indicator remains even if the ticket is later resolved. This ensures accurate reporting on SLA compliance.

SLA at risk on the dashboard

The Dashboard includes an SLA At Risk panel that surfaces tickets approaching their SLA deadlines. Use this panel to prioritize your work and address tickets before they breach.

Navigate to the Dashboard from the sidebar.
Review the SLA At Risk section, which lists tickets ordered by how close they are to breaching.
Click any ticket in the list to jump directly to its detail page.

This view helps team leads and agents identify where to focus attention without manually checking individual tickets.

SLA breach detection

Auxilium continuously evaluates open tickets against their SLA deadlines. When a breach occurs:

The ticket’s SLA Breached indicator is set in the Details card.
An SLA Breached event is recorded in the ticket’s activity timeline, noting which deadline was missed (first response or resolution).
The ticket appears in breach-related views across the platform.

Understanding the SLA fields

The following fields appear on every ticket that has an SLA policy applied:

Field	What it means
First Response Due	Calculated from the ticket’s creation time plus the policy’s first response minutes.
Resolution Due	Calculated from the ticket’s creation time plus the policy’s resolution minutes.
First Response At	Populated when an agent first responds. Compared against First Response Due to determine breach.
SLA Breached	Set to true if either deadline passes without the corresponding action.