SLA Configuration and Monitoring
Define and measure your service commitments
SLAs (Service Level Agreements) define response and resolution time commitments. KaliaOps enables flexible SLA policies by scope (global, category, service, contract), with business hours support and automatic escalation thresholds. The compliance dashboard provides real-time visibility into commitment adherence.
SLA overview
An SLA (Service Level Agreement) is a formal commitment on request and incident handling times.
SLA components
- Response time: Maximum delay before first acknowledgment
- Resolution time: Maximum delay to resolve the issue
Why use SLAs?
- Clear commitments: Users know what to expect
- Prioritization: Teams know what to handle first
- Performance measurement: Objective quality indicators
- Continuous improvement: Identify areas for improvement
SLAs in KaliaOps
KaliaOps automatically applies SLAs to incidents and service requests:
- Due date calculation at creation
- Visual indicators (green/orange/red)
- Automatic escalation alerts
- Compliance reporting
Creating an SLA policy
Access SLA management
Menu ITSM → SLA → Policies.
Click "New policy"
Open the creation form.
Define basic information
Fill in:
- Name: Descriptive name (e.g., "Standard SLA", "Premium SLA")
- Description: Context and application conditions
- Scope: Application scope (see next section)
Configure target times
For each priority level, define:
- Response time: In hours
- Resolution time: In hours
Configure business hours (optional)
If SLAs apply only during business hours:
- Enable "Business hours only"
- Define time ranges
- Exclude weekends if needed
Define escalation thresholds
Configure automatic alerts:
- Warning: Percentage of elapsed time (default: 50%)
- Critical: Percentage of elapsed time (default: 80%)
Save
The policy is created and can be applied to incidents.
Application scopes
The scope determines which items the SLA policy applies to.
Available scopes
| Scope | Description | Use case |
|---|---|---|
| Global | Applies to all incidents/requests | Organization default SLA |
| Category | By incident category (Hardware, Software...) | Different SLA by problem type |
| Service | By service catalog item | Specific SLA per offered service |
| Contract | By support contract | Client SLA based on service level purchased |
Scope priority
If multiple policies apply, priority is:
- Contract (most specific)
- Service
- Category
- Global (most general)
The most specific policy wins.
Target times by priority
Each policy defines target times for each priority level.
Typical configuration
| Priority | Response | Resolution |
|---|---|---|
| Critical | 1h | 4h |
| High | 4h | 8h |
| Medium | 8h | 24h |
| Low | 24h | 72h |
Due date calculation
At incident creation:
- Response due = Creation date + Response time
- Resolution due = Creation date + Resolution time
Adaptation by contract
For premium clients, create a policy with shorter delays:
| Priority | Standard | Premium |
|---|---|---|
| Critical | 1h / 4h | 30min / 2h |
| High | 4h / 8h | 2h / 4h |
Business hours
SLAs can be calculated on business hours rather than calendar time.
Configuration
- Business hours only: Yes/No
- Start time: e.g., 09:00
- End time: e.g., 18:00
- Exclude weekends: Yes/No
Calculation example
Resolution SLA = 8 business hours, hours 9am-6pm (9h/day), weekends excluded.
Incident created Friday 4pm:
- Friday: 2h counted (4pm-6pm)
- Saturday/Sunday: Not counted
- Monday: 6h remaining (9am-3pm)
- Due: Monday 3pm
Public holidays
Public holidays can be excluded by configuring a specific calendar (advanced feature).
Escalation thresholds
Escalation thresholds trigger alerts before SLA breach.
Default thresholds
- Warning (50%): Alert when half the time has elapsed
- Critical (80%): Urgent alert before imminent breach
Example
Resolution SLA = 4h:
- 2h: Warning (50%)
- 3h12: Critical (80%)
- 4h: SLA breached
Actions on thresholds
When a threshold is reached:
- Notification: Email to assignee and manager
- Visual indicator: Color change in interface
- History: Event recorded
Customization
Adapt thresholds to your organization:
- Reactive team: 60% / 90%
- Need anticipation: 40% / 70%
Compliance dashboard
The SLA dashboard provides real-time compliance visibility.
Access
Menu ITSM → SLA → Dashboard
Displayed indicators
- Global compliance rate: % of incidents within SLA
- Response compliance: % response SLAs met
- Resolution compliance: % resolution SLAs met
- At-risk incidents: Incidents approaching due date
- Breached incidents: Incidents with SLA breached
Distribution by priority
Visualize compliance by priority level to identify weak points.
Trends
30-day evolution graph:
- Incident count
- Compliance rate
- Average resolution time
Filters
Filter by:
- Period
- Team / Assignee
- Category
- Priority
Metrics and reporting
Key SLA metrics
| Metric | Description | Target |
|---|---|---|
| SLA Compliance | % of incidents resolved within SLA | > 95% |
| MTTR | Mean Time To Resolution | Per priority |
| MTTA | Mean Time To Acknowledge | < 15 min |
| SLA Backlog | Incidents currently breached | 0 |
Periodic snapshots
KaliaOps records regular snapshots for historical analysis:
- Compliance at end of each day
- Aggregated metrics by week/month
- Period vs previous period comparison
Metrics export
Export SLA data for:
- Monthly performance reports
- Governance meetings
- Analysis in external BI tools
Continuous improvement
Use SLA metrics to:
- Identify struggling teams
- Adjust staffing to load peaks
- Revise SLA targets if unrealistic
- Justify investments in tools/training
- Flexible SLA policies by scope: global, category, service, contract
- Response and resolution times configurable by priority
- Business hours support (weekend exclusion, time ranges)
- Automatic escalation at 50% and 80% of elapsed time
- Real-time SLA compliance dashboard
- Historical metrics for trend analysis