Governance · Support
Priorities & SLAs
Set how quickly support tickets of each priority should be answered and resolved, and how assignees are reminded when a target is missed.
A service level agreement (SLA) is a promise about how quickly support will act. In Paradym Next, each ticket priority has two targets: a first response target, for when someone should first reply, and a resolution target, for when the ticket should be resolved. The support queue uses these targets to show what is due and to flag tickets that have missed them, so urgent work does not slip.
Before you start
- Open Governance → Support → Priorities & SLAs.
- You need permission to change Governance settings to edit targets. Without it, you see View only — you don’t have permission to change these settings. and the fields and switches cannot be changed.
- If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.
Understanding the page
Targets
The Targets table has one row for each priority your workspace uses.
| Column | What it means |
|---|---|
| Priority | The priority, with its colour dot. |
| First response (min) | How many minutes after a ticket is raised someone should first respond. |
| Resolution (min) | How many minutes after a ticket is raised it should be resolved. |
Targets are entered in minutes. Beside each field, the value is shown in an easier-to-read form, such as 30 min, 4 hr or 3 days. A target of zero shows No target.
Unless your organisation has changed them, the targets are:
| Priority | First response | Resolution |
|---|---|---|
| Critical | 30 min | 4 hr |
| High | 2 hr | 24 hr |
| Medium | 8 hr | 3 days |
| Low | 24 hr | 10 days |
The priorities themselves, including their names and colours, cannot be changed on this page. The table always follows the priorities your workspace uses.
Reminders
| Setting | What it does |
|---|---|
| Nudge the assignee every (days) | How often, in days, the assignee is reminded about a ticket. |
| Email the assignee on breach (a bell notification is always sent) | On: when a ticket misses a target, its assignee also gets an email. Off: they get a notification in the app only. |
| Count business hours only | Reserved for a future update. Targets are currently measured in elapsed time, including evenings and weekends, whatever this switch says. |
Changes save automatically. Saving… and then Saved appear beside the Targets heading.
Set a response or resolution target
- Open Governance → Support → Priorities & SLAs.
- Find the priority’s row in the Targets table.
- Enter the number of minutes in First response (min) or Resolution (min). For example, enter 240 for 4 hours or 1440 for 1 day.
- Click away from the field. The change saves automatically.
To have no target for a priority, set it to zero.
Choose how assignees are reminded
- Enter a number of days in Nudge the assignee every (days), then click away from the field.
- Switch Email the assignee on breach (a bell notification is always sent) on if assignees should also get an email when a ticket misses a target.
What to expect
- Targets are stamped onto a ticket when it is raised. Changing a target here affects new tickets; tickets already raised keep the deadlines they were given.
- If someone changes a ticket’s priority, its deadlines are recalculated from when the ticket was raised, using the new priority’s targets.
- In the support queue, a ticket that has missed a target shows a red SLA pill. Its detail shows Response SLA breached or Resolution SLA breached.
- When a ticket misses a target, its assignee gets a notification in the app, and an email too if you have switched that on. If no one is assigned, there is no one to notify, and the ticket simply shows as breached in the queue.
- The clock stops when a ticket moves to a status in the resolved or closed category. See Queues & statuses.
Good to know
- Missed targets are recorded on the ticket’s Activity tab as missed an SLA.
- Response and resolution targets are measured from the moment the ticket was raised, not from when it was assigned.