> ## Documentation Index
> Fetch the complete documentation index at: https://collabase.ch/docs/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Collabase documentation. Interface labels are quoted in English, as they appear in the product.
> Features marked Enterprise need the Collabase Enterprise Edition licence.

# SLAs

> Define how fast your team answers and resolves requests: SLA policies with start, pause and stop conditions, goals per ticket filter and work calendars.

An **SLA policy** runs one clock per ticket. The clock counts working time only, so a request that arrives on Friday evening does not use up its target over the weekend. You manage policies in **Project settings → Service → SLAs**. You need the project settings right of the service project.

## A policy

A policy has a name, three lists of conditions and its goals.

| Part | What it does |
| - | - |
| **Start** | The clock starts when one of these happens |
| **Pause while** | The clock stands still as long as one of these is true |
| **Stop** | The clock stops when one of these happens: the goal is met, or missed if time ran out first |
| **Goals** | The target time, by ticket filter |

A policy needs at least one start and one stop condition. Collabase does not save it without.

### Conditions

| Condition | Use in | Meaning |
| - | - | - |
| Ticket is created | Start, Stop | The ticket exists |
| Status is entered, Status is left | Start, Stop | A named status |
| Status category is entered | Start, Stop | To do, In progress, Done or Closed |
| Agent replied to the customer | Start, Stop | A public reply from a colleague |
| Customer replied | Start, Stop | A reply from the customer |
| Ticket is assigned | Start, Stop | An assignee is set |
| Ticket is in status, Ticket is in category | Pause while | The ticket currently sits there, for example "Waiting for customer" |

### Goals

A goal has a **filter**, a **duration in minutes** and a **work calendar**. The goals are read from the top, and **the first goal whose filter matches the ticket applies**. A goal without a filter matches every ticket, so put it last. A ticket that matches no goal gets no clock.

The filter uses the same query language as the queues, for example `priority = highest`. Collabase checks it when you save and shows an error when it does not compile.

## Templates

When you create a policy you can start from a template and change what you need:

* **First response** (named "Erste Antwort" in the Service Desk template) starts when the ticket is created and stops at the first reply from an agent. It comes with goals by priority.
* **Resolution** starts when the ticket is created and stops when it reaches the Done category.

The templates use the first work calendar of the list. Adjust the durations and calendars to your contract.

## Work calendars

A work calendar holds the working hours per weekday, a time zone and a holiday scheme. Calendars belong to the installation, not to one project, and a project can use several. The calendar **24/7** always exists. A calendar that a goal uses cannot be deleted. You manage calendars in the same tab, below the policies.

## Changing and deleting

A change of conditions or goals raises the version of the policy. Deleting a policy takes it out of the list and the evaluation; results that were reached stay in the history. Every change is written to the audit log with the goals' durations and calendars, but without the text of the filters.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.