> ## Documentation Index
> Fetch the complete documentation index at: https://docs.worksynk.app/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Management

> Response and resolution targets, working hours, holidays, and automatic breach alerts.

<Info>**Business plan and above.** Off by default — enable under **Settings → Modules**, then configure at **Settings → SLA Management**.</Info>

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.

## 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.

## 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.

<Steps>
  <Step title="Create a policy">
    **Settings → SLA Management → Policies.** Set response and resolution
    minutes per priority.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Assign it">
    Set a project's policy on the project's own settings tab, or leave it to
    inherit the workspace default.
  </Step>
</Steps>

## 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.

<Warning>
  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.
</Warning>

## 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.

<Note>
  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.
</Note>

## 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.

## 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.