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Things to note about SLAs

If the attributes of a ticket mean that multiple SLAs can be applicable, IssueCentre will choose the SLA that has the highest target.

If you setup a new SLA, it will be applied only to the relevant tickets that are created after it has been created – it will not be applied retrospectively to existing tickets.

SLAs only count down during the Support hours configured on the SLA and while the ticket is not set to a status that is marked as “Suspend SLA” (e.g. Awaiting Customer).