SLAs

What SLAs are

An SLA (service level agreement) is a promise to finish an Issue within a set time. In Integrity, SLA rules give matching Issues a deadline with an exact date and time, so urgent work does not wait for someone to pick a due date. A rule such as "When Priority is Urgent, add 24 hours" gives every urgent Issue a deadline one day after it is created or changed.

SLAs are set up once for the whole workspace in Settings → Issues → SLAs. Workspace admins turn them on and manage the rules. Other members can open the page and read the rules, but its controls stay greyed out with the note "Ask a workspace admin". A rule that uses a Team, status or label you can't see shows as "Rule with restricted conditions", without those values. A condition with more than three values shows how many it has; click it, or press Enter on it, to see them all.

Turn on SLAs

SLAs are off in every workspace until an admin turns them on. Open Settings → Issues → SLAs and switch SLAs on. A dialog shows the rules that will apply, and you confirm with Turn on.

The first time SLAs are turned on, Integrity adds three default rules:

Order	When	Then
1	Priority is Urgent	Add 24 hours
2	Priority is High	Add 1 week
3	Priority is Medium, Low or No priority	Remove SLA

You can edit, reorder or remove these rules like any other. Turning SLAs off and on again keeps your rules; the defaults are only added once.

Rules apply to Issues created or changed from now on. Existing Issues aren't touched until someone next creates or changes them. Turning SLAs off stops new deadlines but keeps the ones Issues already have.

Write rules

Rules are checked from top to bottom, and the first rule whose conditions all match an Issue decides its SLA. Later rules do not apply to that Issue. Drag a rule by its handle to change the order, or use Move up and Move down in its menu. Each move places one rule, so two admins moving different rules at the same time both keep their change.

Click Add rule to open the rule editor. In the When issue row, use the filter button to add a condition for Team, Status, Assignee, Creator, Priority, Labels, Project or Initiative, then choose one or more values. An Issue matches a condition when it has any of the chosen values, and it must match every condition in the rule. A rule without conditions matches every Issue.

In the Then row, choose Add SLA with a length, or Remove SLA to clear the SLA of matching Issues. Click Save to add the rule to the end of the list. To change a rule later, choose Edit rule from its menu; Remove rule takes it out of the list without changing deadlines Issues already have. You edit one rule at a time: save or cancel the open rule before you add or edit another.

If someone else saves the same rule while you are editing it, Integrity keeps your changes and asks whether to keep yours or use theirs. If the rule now uses a Team, status or label you can't see, you can't replace it, because your copy doesn't have that condition: Integrity keeps your changes and offers Save as new rule instead.

In the value menus, type to search, use the arrow keys to move through the results and press Enter to choose. Teams show their key, and Features and Initiatives their slug, so two with the same name can be told apart; you can search by these too. A condition's value menu stays open so you can pick several values; press Escape to close it.

A value that no longer exists shows as "Unavailable". To save the rule, open the value menu and clear it. If some values couldn't load, click Retry; you can save the rule once they have loaded.

Lengths and business days

Choose 12, 24 or 48 hours, or 1, 2 or 4 weeks. For anything else, enter a custom whole number from 1 to 10000 and pick hours, days, business days or weeks.

Unit	How it counts
Hours	Exact elapsed time from the moment the rule applies.
Days and weeks	Calendar days, ending at the same time of day in the SLA time zone.
Business days	Only days of the work week, ending at the same time of day. The starting day does not count.

The Work week setting is Monday to Friday or Sunday to Thursday. The Time zone setting decides where each day starts and ends; it starts as the time zone of the admin who first turned SLAs on. Changing either setting affects deadlines set from then on. Existing deadlines don't move.

SLAs and due dates

An Issue has either an SLA or a due date, never both. When a rule gives an Issue an SLA, its due date is cleared. When someone sets a due date, the SLA is cleared. A date that a person sets by hand always wins: rules never add, change or remove it.

SLA statuses

Each Issue with an SLA has a status that tells you how close it is to its deadline:

Status	Meaning
Low risk	More than 1 week left.
Medium risk	1 week or less left.
High risk	1 day or less left.
Breached	The deadline passed and the Issue is still open.
Achieved	The Issue was completed at or before its deadline.
Failed	The Issue was completed after its deadline.

Canceling an Issue or marking it a duplicate removes its SLA. Reopening a completed Issue keeps its deadline and clears the achieved or failed result.

Showing the SLA and its status on Issue screens, filters and views is coming soon.