About

The SLA Time Management app streamlines service level agreements (SLA) management and tracking within Jira and JSM by offering centralized SLA configuration, real-time monitoring, and flexible calendar settings.

The app enables precise SLA configurations based on multiple projects, specific time goals, JQL queries, and multiple conditions, ensuring that service commitments are consistently met.

Key features

Calendar-Based SLA Tracking

• Define working hours and holidays for accurate SLA calculations.
• Customize schedules for different teams with flexible calendar settings.
• Automatically apply work hours across all working days to streamline configuration.
• Import national holidays from a built-in ISO 3166-2 compliant holiday database to reduce manual work.
• Make a calendar repeat annually.
• Use dynamic calendars from your Jira Service Management Assets.

Real-Time SLA Monitoring

• Track SLA progress with a live status panel in Jira issues and requests.
• Use SLA status colors and a progress bar for intuitive visualization.
• Automatically refresh SLA data without manual updates.
• Visualize SLA for Jira users, agents, and even customers on the customer portal to improve communication.
• Have quick access to target start, finish date, time already spent on the issue and time remaining to achieve the goal (promoting transparency and building trust).
• Configure and enable multiple panels on one issue to present the whole process and each stage.

  

SLA Configuration

• Set SLA conditions based on Jira fields.
• Define SLA goals and apply them to specific workflows.
• Create SLAs without a goal to measure the time an issue spends in a specific status for better workflow analysis.
• Use JQL to apply SLA goals to specific issues within projects, rather than applying them to all issues in the selected projects.
• Connect your Jira Service Management Assets with your SLA.

Admin-Friendly SLA Management

• Centralized dashboard to manage all SLAs in one place.
• Quickly create, copy, edit, disable, and delete SLAs as needed.
• Apply SLA recalculations to new, active or even already closed issues for maximum flexibility.
• Supports both Jira and JSM projects.
• Decide whether to share SLA details with customers on the portal.
• Save SLA as a draft to prepare and perfect your SLA setup before impacting users.

Seamless Integrations

• Jira’s Issue Navigator: Display SLAs as columns for easy filtering and sorting.
• Queues for Jira & JSM: Display SLA data in queue tables for better request prioritization.
• My Requests Extension for JSM: Ensure users have a clear view of SLA progress directly in their request list.

Users

The SLA Time Management app is tailored to:

Other oles that can benefit from SLA Time Management:

• Support teams
• IT operations managers
• Project managers
• Jira/system admins
• Technical program managers

Why SLA Time Management is worth considering?

Centralized SLA management

Get one central place to manage SLAs across your Jira & JSM projects. With native assets integration, you can also trigger and control SLAs directly from your asset data.

Full SLA visibility for all users

With SLA Time Management, SLA progress is visible to agents, Jira users, and customers in the portal. This boosts transparency and cutting down on repetitive follow-ups.

Advanced SLA configuration

Admins can go beyond simple timers with fixed dates, business day offsets, or asset-based goals. Moreover, JQL, several calculation methods and AND/OR logic enable applying precise SLA rules only where they’re needed.

Smart SLA management at a lower cost

SLA Time Management delivers the key SLA features ITSM teams rely on - without extra complexity. Plus, the app is over 3x more affordable than Time to SLA.

Integration with other apps

Actively developed and integrated with other apps (e.g., Queues for Jira & JSM, My Requests Extension for JSM, eazyBI), the app helps extend ticket prioritization, request management, and reporting.

Modern UI & Forge-native architecture

Built entirely on Atlassian’s Forge for security and compliance. SLA Time Management offers a clean UI so admins can create and update SLAs quickly - no scripts or automation rules required.

Feature comparison

Feature	Native Jira SLA	Time to SLA	SLA Time Management
Pricing	Built-in in Jira Cloud	11,465.00 USD/annual for 1000 seats	3,350.00 USD/annual for 1000 seats
Forge	Built-in in Jira Cloud	Connect	Forge native
Cloud fortified	Built-in in Jira Cloud
Supported projects	JSM Only	JSM & Jira (Software)	JSM & Jira (Software)
Visibility	JSM agents only	All (Jira users, JSM agents, JSM customers)	All (Jira users, JSM agents, JSM customers)
Customer portal SLA view		SLA panel with progress	SLA panel with progress
Centralized SLA management	Per project	Across all projects	Across all projects
Permissions	Global & project admins	Global, groups, users	Global, groups, users
SLA list view	Per project	Unified list across projects	Unified list across projects
SLA goal types	Duration	Duration, dynamic duration, business days, dates, no target	Duration, business days, dates, Assets, unspecified
SLA impact on issues	Active/new issues only	Active, new & closed issues (recalculated)	Active, new & closed issues (recalculated)
Condition logic	OR only	AND/OR supported	AND/OR supported
Targeting issues	All issues in project	Select issues in projects	Select issues in projects
Calendars view	Per project	Unified calendar view	Unified calendar view
Holidays setup	Manual, one by one	Repeating, multi-day	Repeating, multi-day, ISO import 3166-2 compliant database