SLA Time and Report for Jira

Set, track and report time to SLA for issues not only for
Jira Core and Software but for tickets from Jira Service Desk.
SLA Time and Report
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Define

Define

Configure criteria of SLA timer, calendar, and multi-cycle option. Set up SLA time goals, including highlights and automation action.

Both App and Project Custom fields can be used to track time to SLA.

Track

Achieve customers’ objectives you promised by outlining what each functional IT department will need to undertake to accomplish support tasks and fulfill SLA

SLA Time and Report
SLA Time and Report

Report

You may find out where the customer experience needs to be improved by looking at data concerning exceeded, met, and in-progress issues in SLA reports.

About Excellent Experience

An excellent user experience is more than just having a great ui, eye-catching pics, and useful content. It also entails providing excellent customer service, which you may accomplish by resolving consumers’ issues within a set time frame.

SLA Time and Report is a powerful SLA monitor widget that allows you to set and manage the details of your Service Level Agreements. It’s totally adaptable and an ideal solution for complex SLAs that require multiple conditions to be met.

Excellent experience
Determine deadlines

Determine deadlines to avoid breached SLA

To match your company’s needs, each target can be linked to a specific schedule. Create various calendars for different SLA Objectives or projects based on your tailored criteria. Set working days and hours, as well as vacation days and holidays.

You can also keep track of time without actually setting a deadline.

Configure as many SLA Agreements in Jira as necessary.

Our add-on allows you to store an unlimited number of service level agreements. You can add them to your JIRA projects for automatic calculation of all SLAs. To keep track of all necessary issue times, you can add numerous configurations to a single project. They can Start, Stop, and Pause separately.

Configure SLA Agreements
Avoid escalations

Avoid escalations with multi-triggers

If the time to resolve the ticket is approaching a breach of the SLA, the immediate reaction is essential. With SLA time goals setting, you can stimulate escalation up the management hierarchy to reduce the risk of unfinished issues.

This feature helps you to create an escalation path for customers to acquire the support they expect and automatically inform leads and managers when SLAs are about to be exceeded or already breached.

Analyze your SLA report to make business-driven decisions

You may require more information, such as reports, in addition to time tracking and monitoring. SLA Time and Report includes additional values such as SLA Analytics in Graph Table and Pie Chart. It will appeal to any project and support manager.

You also can view how well you are meeting your SLA policies with the SLA reporting dashboard. Measure such metrics as Time to First Response, Time to Resolution, Created vs Resolved using Atlassian gadgets on Jira Dashboard.

Analyze your SLA report
More features
Report customization

Report customization

Customize your SLA Report according to your SLA goals

Learn More
Jira Custom Fields

Jira Custom Fields

Keep track of your SLAs with the Target date and Status of the SLA goals in Jira Custom Fields

Learn More
Issue panel control

Issue panel control

Monitor the process of spending time and SLA time data to each ticket on Issue Tab

Learn More
Watch our Video

Frequently asked questions

We now have an FAQ list that we hope will help you answer some of the more common ones.
Do you store customer data from the customer Atlassian instance?

We don’t store any customer data in our infrastructure excluding hacked customer id and add-on configs. Everything is processed interactively and displayed to end-users. We use application internal logs, but without customer-related data, include only details about requests performance/status/error code.

Is your add-on compatible with Jira Service Desk to count
SLA time?

The application counts SLA time for issues from Service Desk, but cannot configure it

Can I set SLA for Kanban projects?

The app works for Jira Software, Core, and Service Management tickets in general, and, in particular for the Kanban projects as well.

Do you follow the GDPR (General Data Protection
Regulation EU)?

ll our add-ons, including SLA Time and Report, use Atlassian Jira API to data exchange, which is GDPR compliant natively. So, yes, all our applications and all their versions are GDPR compliant.

Why my column "Time to SLA" is still empty, even after SLA creation?

If you don’t see the SLA time, please check the parameters you set before to select issues.

Is it possible to carry plug-in settings from one project into others?

While using the filtering by the project you get the issues within the specified project only. It will not carry into others unless specified.

If you need to combine several projects, it is better to use the search by SLA configurations or filter.

How to get time along with creation and update fields?

To see time with “Created” and “Updated” date fields, you need to point a mouse cursor on a “Date” field. You’ll get time along with “created” and “updated” fields in a file after exporting.

We want to provide access to this plugin to a limited set of people within our organization. In this case, will pricing be applicable to the number of Jira accounts in our organization
or a limited set of people whom we want to provide this access?

According to Jira pricing, we’re unable to manage the price relative to the number of actual users. Atlassian offers discounts for the annual subscription, so you can pay less in that way.

Trusted by 70+ clients

It is reputable for us to help customers manage their SLA trackers efficiently.

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See what people saying about us
Steven Fisher

Solves a real problem

SLA Time and report solves a real problem of SLAs tracking for JSM and JSW projects. The support team is fast and responsible.
5.0
Elise Brancheau

Great solution

SLA Time and Report is a great solution for those who want set and track service-level agreements for all projects.
We are satisfied with it regarding functionality, cost advantage, and support.
5.0
Shahebaaz Shaikh

Useful plugin

This is a really good and useful plugin to track slas in JIRA cloud, Also exporting it to spreadsheets work.
5.0
Sandra Sin

It works perfectly fine

Useful plugin and as long as you figure out how the conditions work, it works perfectly fine. The support team is very helpful in solving my question while configuring the SLA.
One little suggestion is if the team can consider to allow sending customized email while the time is up
5.0
John Stone

Price much lower

This is a good app for SLA tracking for Jira issues. Price much lower than Jira Service Desk. Our company use the plugin to measure the SLA for different projects. Keep up the good work.
5.0
Colin Brown

Exactly what we were looking for

This was exactly what we were looking for, Service Desk style SLA reporting, but in the standard JIRA interface.
5.0
Gerardo Dalena

It does what it says

A bit slow on the main interface, but it works very good and it does what it says. In these months I've asked a few questions of the developer, which turned into new features released after some week. Very useful application if you need to track SLA without too much headaches.
5.0
Богдан Гродський

Very good App

Very good App for SLA tracking for Jira issues. The support team is fast and responsible.
5.0
How can we help you?
Find out how SLA Time and Report can be tailored to your team or project:
  • Arrange a call with our experts to find the best solution for your case
  • Watch the plugin in action without installing it – check out its demo version.
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