The SLA tool manages Service Level Agreement policies that define response and resolution time targets for tasks based on priority. Policies are assigned to tasks, which then track whether deadlines are met or breached. A compliance dashboard gives managers visibility into at-risk and breached items.
- SLA policies — Define named policies with priority-based rules (response hours, resolution hours)
- Priority rules — Each policy has rules per priority level specifying response and resolution time targets
- Task assignment — Attach an SLA policy to any task to begin tracking
- Deadline tracking — Response and resolution deadlines are calculated automatically from the task creation time
- Status marking — Mark response or resolution deadlines as met directly from the task
- Breach detection — Tasks with missed deadlines are automatically flagged
- Compliance dashboard — Overview of at-risk tasks and recent breaches across the team
| Level | View | Create/Edit | Delete |
|---|
| Executive | All | Yes | Yes |
| Head | All | Yes | No |
| Manager | Yes | Yes | No |
| Lead / Employee | Yes | No | No |
- Route:
src/routes/sla.tsx / src/routes/sla.lazy.tsx
- Page:
src/components/sla/sla-page.tsx
- API:
worker/routes/sla.ts
| Method | Path | Permission | Description |
|---|
GET | /api/sla/policies | view | List all SLA policies |
POST | /api/sla/policies | update | Create a policy with rules |
PUT | /api/sla/policies/:id | update | Update a policy and its rules |
DELETE | /api/sla/policies/:id | manage | Delete a policy |
GET | /api/sla/tasks/:taskId | view | Get SLA tracking info for a task |
PUT | /api/sla/tasks/:taskId | update | Assign an SLA policy to a task |
POST | /api/sla/tasks/:taskId/respond | update | Mark the response deadline as met |
POST | /api/sla/tasks/:taskId/resolve | update | Mark the resolution deadline as met |
GET | /api/sla/compliance | view | Get compliance dashboard with at-risk tasks |
- Tasks — SLA policies are assigned to tasks
- Projects — SLA policies can be associated with projects
