Configure SLA Matrix

  • Updated on Jan 5, 2026
  • Published on Dec 23, 2025
  • 2 minute(s) read
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An SLA Matrix is a configuration that associates specific SLAs with service request categories and priorities. It lets you define how different types of service requests should be treated in terms of service level (response/resolution expectations) based on their category and priority.

In essence, it’s a way to map service categories and priorities to particular SLA definitions so that when a request is logged, the correct SLA is automatically applied.

To configure SLA Matrix, perform the following steps:

  1. Navigate to Incident > Configuration > SLA Configurations > SLA Matrix.
    SLA Matrix List page is displayed.

    Figure: SLA Matrix List

  2. Select Tenant under which you should configure SLA Matrix.

  3. Click Add New in the Actions Panel to create a new SLA Matrix.

    Figure: Actions Panel

  4. Select Category and other fields.
    For more more information refer to the Field Description.

    Figure: SLA Matrix

  5. Click Submit to create a new SLA Matrix.
    A message as the SLA Matric Saved Successfully is displayed.

    Figure: SLA Matrix

  6. Newly configured SLA Matrix is added to the List page.

    Figure: SLA Matrix List

Field Description

The following table describes the fields on the SLA MATRIX page:

Field

Description

Category

Select the Category under which the SLA Matrix must be configured.

Priority

Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix.

SLA

Select an SLA to which you want to associate the Category and Priority. If you do not select any SLA, the default SLA is considered for the SLA Matrix.

Overridable

If you select this check box, the Analysts can overwrite the configured SLA for the Category.

Active

Indicates the status of the SLA by Category.

  • If selected, the SLA by Category becomes an available option on the other pages of the application.

  • If not selected, the SLA by Category becomes an inactive value. The inactive SLAs by Category are not displayed in the SLA by Category list on the other pages of the application.

ACTIONS

This section explains all the icons on the ACTIONS panel of the SLA MATRIX page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Matrix values configured in the Apex application for the selected Tenant.
Figure: SLA Matrix

SLA List page is displayed.
Figure: SLA Matrix

Edit SLA Matrix

  • To edit an SLA Matrix value, click the Service Type. Make appropriate changes and click SUBMIT.

  • To display the inactive SLAs Matrix values, click the Include Inactive check box.

Other Actions

When the SLA Matrix configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new SLA Matrix.

  • Click IMPORT to update or create multiple SLA Matrix configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the SLA MATRIX page.