Fulfill requests on time with the #1 SLA app in Jira

Improve the quality of your service, keep all teams up to date on related SLAs in related issues, and boost customer satisfaction (CSAT).

Key benefits

Create fit for purpose SLAs

Define specific contract conditions, set goals, prioritize customers, and narrow down the scope using JQL queries.

Do more with smarter tracking tools 

Color-coded panels, real-time counters, and notifications help you stay on track in Jira Service Management and Software.

Quick, in-depth reporting

Gain insights on service delivery in a snap with built-in reports personalized with Jira filters and JQL functions.

Make service level agreements a no-brainer

Explore a robust slate of features that empower you to handle the full SLA process from end-to-end.

Collaboration made easy

Time to SLA is available on Jira Service Management and Jira Software, allowing teams to view SLAs of linked issues for seamless collaboration within a modern enterprise.

A new and improved Jira issue view

Keep on top of your agreements with a seamless Jira integration which brings live SLA data directly into the issue view.

Useful SLA conditions

Set when you’d like an SLA to start, stop, reset, and pause. For example, you can pause an SLA when the status changes to “waiting for customer.” 

Specific goal setting

Create SLAs that are bespoke to each of your customer agreements and uphold internal expectations using the wide range of goal options.

More features

Operation level agreement (OLA) management

Set internal expectations for your service teams to be able to meet customer SLAs.

Flexible calendars

Create an unlimited number of calendars with time intervals such as break and lunch times.

Flexible negotiation settings

If your customers ask for requests to be fulfilled by a specific date instead of a set duration, you can assign date fields as negotiation dates.

Helpful notifications

Get notifications via Slack and email when an SLA has reached a certain percentage of its target, is close to being breached, or has been breached.

Critical zones

Personalize your SLAs by defining what you consider as a “critical zone” such as 80% of the SLA duration.

Effective prioritization

Identify customers as VIPs and get notified when an SLA is close to being breached.