SLA configuration in Thena

​
🔍 What’s an SLA policy?

Service Level Agreements (SLAs) in Thena help you define and track response expectations, ensuring your team delivers timely, consistent support. An SLA policy in Thena includes:
  • Conditions to define when it applies
  • Target metrics for performance tracking
  • Advanced options to pause timers when needed
You can create multiple SLA policies tailored to ticket type, priority, or source.
Give your SLA policy a clear, recognizable name to manage and differentiate easily across teams.

​
⚙️ Conditions

Conditions define when an SLA policy should be applied. You can build rules based on any event or field in Thena, giving you complete flexibility. Common options include:
  • Priority
  • Sentiment
  • Status
  • Account
  • Custom field
Use match all or match any logic to fine-tune when a policy is triggered. Whether it’s based on form input, ticket source, priority, or sentiment—conditions can be as broad or specific as your workflows require.

​
🎯 Target metrics

Choose which response times matter and set time-based goals for each:
You can define targets in minutes, hours, or days.

​
🧠 Advanced options

Use pause conditions to temporarily stop the SLA timer. Great for situations like:
  • Waiting on customer response
  • Internal review
  • Blockers outside your team’s control
Conditions can be layered using ALL/ANY logic for flexibility.

​
🔔 Live SLA tracking

Once applied, SLAs show up directly on tickets—both in notifications and ticket details:
  • ✅ SLA met (e.g., Achieved in 14m)
  • 🟨 SLA due soon (e.g., Due in 16m)
  • 🔴 SLA breached (e.g., Overdue by 9m)
Your team always knows where things stand—and can take action before it’s too late.