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Business plan and above. Off by default — enable under Settings → Modules, then configure at Settings → SLA Management.
SLAs put a clock on work. Each tracked task gets two deadlines — a response target (someone picked it up) and a resolution target (it’s done) — and Worksynk warns you before either is missed.

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Set your timezone first

SLA business hours are interpreted in the workspace timezone, set under Settings → General. Configure it before your policies, or “9am to 5pm” will mean 9am somewhere you don’t work.

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Policies

A policy defines response and resolution targets for each of the four priorities. One policy is the workspace default; any project without its own override uses it.
1

Create a policy

Settings → SLA Management → Policies. Set response and resolution minutes per priority.
2

Decide whether the clock pauses

Leave Business hours only on and the clock stops outside working hours and on holidays. Turn it off and it runs continuously, 24/7 — appropriate for a true on-call agreement.
3

Assign it

Set a project’s policy on the project’s own settings tab, or leave it to inherit the workspace default.

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Business hours and holidays

Business Hours sets working windows per weekday. Leave every day off and there’s no restriction — clocks simply run continuously. Holidays are dates SLA clocks skip entirely, even on an otherwise-working day. You can add them by hand, or seed a country’s calendar.
Seeding a country only adds fixed-date national holidays — New Year’s Day, Christmas, Independence Day and similar. Moving holidays such as Easter, Thanksgiving, Diwali, Eid, and Lunar New Year are not included and must be added manually.

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Automation rules

Rather than assigning policies project by project, rules apply them automatically. Each rule is a filter and an action:
When Priority is Critical → Add the Premium SLA policy When Priority is Low → Remove SLA
Rules run in order, top to bottom, and the first match wins — so put your most specific rules above the general ones. They’re evaluated when a task is created, and again whenever its priority, status, project, or assignee changes.
Rules never rewrite a deadline that’s already running. A task that’s being tracked keeps the due dates it was given, so a rule change can’t silently make in-flight work look late.

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Alerts and breaches

Worksynk scans every few minutes and notifies once per phase:
  • Approaching — most of the window has elapsed. The assignee is notified.
  • Breached — the deadline passed. The assignee and the project’s owner and account manager are notified, plus a message to the project’s linked chat channel if one is connected.
Tasks show an SLA badge as they get closer: at risk, then due soon, then breached.

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Seeing how you’re doing

Each project’s Reports tab shows SLA compliance — breach rates for response and resolution, open breaches, and average resolution time. These are counted from real data, not estimated.