SLA centre: time targets and escalations

Updated 31 October 2026

What the SLA centre shows

The SLA centre shows the time targets of your company's work. Each area has its own tab: Tasks, Leads, Tickets, Orders & flows, Cases & NDR, Approvals and Compliance. A tab shows only when your company uses that area.

Each tab shows what is Running now, At risk and Breached now, the share Met (30 days), a 12-week chart, the people and teams with the most breaches, and the list of open items, late ones first.

Who can see it

• Owners and admins see the whole company and the Settings tab.
• Managers (people with someone reporting to them, or a department head) see their own people.
• Download CSV needs the "Export data" permission.

Open it

1. Open SLA centre in the menu. It is under Reports in the Classic, Made-to-order and D2C layouts, under Service desk in the Service company and System integrator layouts, and under Client work in the Agency layout.
2. Pick a tab, then filter by Owner, Team or the target dates.
3. Open an item from the list to act on it.

Under Summary e-mail you can choose Daily or Weekly (Mondays) to get the numbers by e-mail. It is off by default.

Set it up (owners and admins)

Nothing changes until you switch something on in SLA centre → Settings:

• Standard escalation ladder: tick the areas that should use it. Late work then goes to the person's manager or team lead, then the department head, then owners and admins. Someone on approved leave is replaced by their cover. Unticked areas keep their own escalation.
• Task SLA policies and stage time limits: switch on, then Add policy to set a due-date or response target for tasks by priority, task type and project.
• For a time limit per workflow column, open Settings → Workflows, edit a workflow and fill Limit (working hours). Tick Pauses SLA on columns such as "On hold".

Working time follows your company's work week, working hours and company holidays.

Related articles

• Time tracking and timesheets
• Reports and exports (CSV and Excel)