SLA & service targets
Every ticket carries a service-level target based on its priority, so your team always knows what “on time” means — and you can prove it to a client at the end of the month.
House targets
Section titled “House targets”Opentra ships with sensible default targets, measured from ticket creation:
| Priority | First response | Resolution |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 2 hours | 8 hours |
| Medium | 4 hours | 24 hours |
| Low | 8 hours | 72 hours |
When a ticket is created, its SLA deadline is calculated from its priority and shown on the ticket, so the clock is visible while it’s being worked.
Holding the clock
Section titled “Holding the clock”Waiting on the client, a vendor or a parts order shouldn’t count against you. Ticket statuses can be marked as holding SLA — while a ticket sits in one, its SLA clock is paused, and the held time is banked rather than counted as elapsed.
A ticket that’s been parked on hold for a long time (more than 7 days total, configurable) is excluded from SLA reporting entirely rather than recorded as a breach — so a genuinely stalled ticket doesn’t quietly wreck your numbers.
Breach alerts
Section titled “Breach alerts”When a ticket crosses its deadline, an SLA breach notification fires to alert the team so it can be picked up — the same notification stream as new tickets and replies.
Reporting attainment
Section titled “Reporting attainment”The SLA report shows first-response and resolution attainment against these targets, by client and priority, and SLA attainment is included in the automated monthly service report sent to service-agreement clients.