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.
Achieve customers’ objectives you promised by outlining what each functional IT department will need to undertake to accomplish support tasks and fulfill SLA
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.
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.
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.
Customize your SLA Report according to your SLA goals
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 hashed 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
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
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.
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.
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.
This is a really good and useful plugin to track slas in JIRA cloud, Also exporting it to spreadsheets work.
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
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.
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.
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.
Very good App
Very good App for SLA tracking for Jira issues. The support team is fast and responsible.
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.
Remote agile teams face several challenges in simplifying processes and enhancing collaboration on the heels of increasing customer demands. One way for teams to stay on top of these challenges is to optimize mundane business processes through a dynamic project management solution like Jira.
This article will explore service level management and how to benefit from the implementation of OLA and SLA in Jira.
What is Service Level Management? 4 Key factors that influence customer experience. SLA versus OLA: any difference? Increase your team efficiency with SLA Time and Report
You asked, we listened. Recently we’ve released the new version of SLA Time and Report application! It’s another step in our master plan to fuel your teamwork productivity. Here’s a quick update of the new changes in the configuration manager.
Quarantine has forced many of us to work remotely. If you look from the positive side, this is a good opportunity to be home and wear cozy PJs. But how can you stay as productive as you are at work from the office? How do you work without communicating with colleagues, without the usual rallies, meetings, team reports, and tools?
Get started on your skyrocketing journey with our add-on