Configure SLA Service window

Updated on 19 Aug 2025
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What is SLA Service Window?

The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Incidents. You can configure and modify SLA Service Windows for a Tenant.

Admins can set the SLA Service Window.

To configure SLA Service Window, see Configuring SLA Service Windows

You can perform the following actions in SLA Service Window.

Configure SLA service window in Global Tenant

To configure SLA service window for Incident Module in Global Tenant, perform the following steps:

Navigate to Incident >Configuration > SLA Configurations > SLA Service window.
Figure: SLA window configuration
On the SLA Service Window page, select the Global Tenant which is indicate by a globe icon. Click ADD NEW from the ACTIONS Panel to configure the new SLA service window.
Figure: Add new SLA service window
On the details page, “Holiday Calendar Location” is not editable as it is a Tenant level configuration which is not editable under Global Tenant.
Admin will be able to edit all the other fields, click SUBMIT to save the configuration. Figure: Submit SLA configuration

Field Description

The following table describes the fields on the SLA SERVICE WINDOW page:

Field	Description
DETAILS
SLA Name*	Enter the name of the SLA service window
Holiday Calendar Location	As the value is part of Global tenant, the value is not editable
Time Zone	Select a time zone for the SLA Service Window.
Considered for Problem Management	The SLA Service window is displayed on the Deadline Configuration of the Problem management Module
Default	If Default is selected, the SLA service window will be available as default selection on the other pages of the application.
Active	This value indicates the status of the SLA window. If selected, the SLA Service Window becomes an available option on the other pages of the application. If not selected, the SLA Service Window becomes an inactive value. The inactive SLA Service Windows are not displayed in the SLA Service Windows list on the other pages of the application.
Service Window	If selected, as 24/7 the SLA is throughout the week. If not selected, you can specify the weekday, From and To time and selected the respective check boxes.

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