SLA

The SLA tab displays the history details of the all the SLAs and UCs applied to the tickets. It displays details like name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.

Parameters	Description
Name	Displays the name of the currently applied SLA or UC. For Example: If a Medium Priority SLA is applied to the ticket, the value is shown as Medium Priority SLA.
Type	Indicates the category of the SLA currently applied to the ticket. The value can be SLA or UC. - SLA (Service Level Agreement): Applied when a ticket is created or updated, typically based on its priority or predefined SLA conditions. For Example: When a ticket is logged with Medium priority, the default Medium Priority SLA is applied and the Type is shown as SLA. - UC (Underpinning Contract): Applied when a vendor is associated with the ticket and a UC is configured for that vendor. For Example: When a vendor is updated on the ticket, the UC SLA becomes active and the Type is displayed as UC. Each time an SLA or UC is applied, it appears as a separate entry in the SLA History list.
Target	Displays the target of the currently applied SLA/UC. If Response timer is applied, First Response will be displayed. If Resolution time is applied, Resolution will be displayed. For Example: If the agreement tracks fixing the ticket, Target shows Resolution.
Status	Displays the current status of the applied SLA or UC. The possible values are: - Running: Indicates that the SLA or UC timer is currently active. - Achieved: Indicates that the configured target (first response or resolution, as defined in the SLA) has been met. - Breached: Indicates that the SLA or UC's total duration time has been exceeded. - Cancelled: Indicates that the SLA or UC was stopped because a new SLA or UC was applied while the previous one was still running. - Paused: Indicates that the SLA or UC timer was temporarily stopped because the ticket moved to a status where Run SLA or Run UC is disabled.
Updated By	Indicates who triggered the SLA update. Shows the username for manual actions or System for automatic SLA or UC processing. For Example: If a priority change by Larry applies an SLA, Larry is displayed.
Elapsed time	Displays the actual time consumed by the SLA or UC, calculated based on the assigned operation hour type. Only the time during which the SLA/UC is actively running is counted; paused durations are excluded. Example: If the SLA starts at 9:00 AM, is paused for 1 hour, and is checked at 2:00 PM, the Elapsed Time shows 4 hours.
Due In	Shows how much time is remaining before the SLA or UC deadline is reached, considering the configured business hours. This value decreases as time passes and helps track how close the ticket is to breaching the defined target. Example: For an 8-hour resolution target with 7 hours already used during business hours, Due In displays 1 hour.
SLA Percentage	Shows how much of the SLA or UC time has been consumed, calculated as (Elapsed Time ÷ Total Duration) × 100. • 0–50% – Green (well within target) • 51–75% – Yellow (approaching target) • 76–100% – Orange (near breach) • >100% – Red (breached) Example: If 7 out of 8 hours are used, the SLA Percentage is 87.5% (orange). After breach, the value exceeds 100% (red).
Overdue	Displays whether the SLA/UC has been breached. For Example: When the elapsed time exceeds the target duration, Overdue is shown as Yes.
Start Time	Displays the date and time when the SLA or UC was applied to the ticket. For Example: If the SLA is applied to the ticket at 9:00 AM, Start Time shows Mon, 9:00 AM.
Last Pause Time	Displays the most recent time when the SLA or UC timer was paused due to ticket status changes (Run SLA / Run UC disabled) or technician group changes. For Example: Changing the ticket to a status like “Pending Vendor” can pause the timer. Last Pause Time shows when that pause happened (for example, Mon, 1:00 PM).
Stop Time	Displays the time when the SLA/UC was stopped or cancelled for the ticket. For Example: When the ticket is resolved at 7:00 PM, Stop Time shows Mon, 7:00 PM.
Pause Duration	Displays the total duration for which the SLA or UC was paused. For Example: If the SLA is paused from 1:00 PM to 2:00 PM, Pause Duration shows 1 hour.
Breached Duration	Displays the total time for which the SLA or UC remained in a breached state. For Example: If the SLA is due at 5:00 PM and the ticket is resolved at 7:00 PM, Breached Duration shows 2 hours.
Penalty Amount	Displays the total penalty applied when an SLA or UC is breached, based on the configured penalty type. Examples: 1. Fixed penalty only: If the fixed penalty is $200, Penalty Amount shows $200 when the SLA is breached. 2. Cumulative penalty: If the cumulative penalty is $100/hour and the ticket remains breached for 2 hours, Penalty Amount shows $200. 3. Cumulative penalty (Apply penalty once for configured unit enabled): If the penalty is $500/day and the ticket remains breached for 1 day 3 hours, Penalty Amount shows $500 (the next $500 is applied after 2 days). 4. Cumulative penalty (Apply Response breach penalty enabled): If the one-time Response breach penalty is $100 and the cumulative penalty is $50/hour, and the ticket remains breached for 3 hours, Total Penalty Amount shows $250 ($100 + (3 × $50)). 5. Cumulative penalty (Apply Resolution breach penalty enabled): If the one-time Resolution breach penalty is $10 for Penalty 1 and the cumulative penalty is $20/hour for Penalty 2 from 0-2 hours, and the ticket remains breached for 2 hours, Total Penalty Amount shows $50 ($10 + (2 × $20)).
Technician Group	Displays the technician group associated with the OLA. This is applicable for Request Management tickets only. For Example: If the OLA is owned by a team, it can show a group like Network Team.
Operational Hours Type	Displays the operational hours used for SLA calculation. Possible values are Calendar Hours and Business Hours. For Example: Business Hours counts only working hours (for example, Mon–Fri, 9 AM–5 PM) and skips weekends.
Update Count	Indicates the number of times an SLA/UC has been activated or resumed (after a pause). For Example: If the SLA started once and was paused (due to status change in which Run SLA or Run UC is disabled)/resumed once, Update Count can show 2.

For more details, please refer to the SLA page.