SLA targets on every ticket,counted only while you are open.
SLA policies put a first response and a resolution target on matching tickets. Business hours decide when the clock runs, the assignee is warned before a breach, and someone you choose hears about it after.
v2.starko.one/dashboard/sla
Settings/SLA
72%SLA
Response and resolution targets, with warnings before breach and escalation after.
Breached 1
Refund not received after cancelling the annual planUrgent Jon ReyesResponse breachedResolution 1h 40m
At risk 2
Coupon field hides the order total on mobileHigh Mia NovakResponse 12mResolution 6h 5m
Invoice PDF is missing the VAT numberHighUnassignedResponse metResolution -25m
On track 3
Address form loses focus after autocompleteUrgent Mia NovakResponse metResolution 5h 20m
Export invoices as CSV from the billing pageMedium Sara LindResponse 3h 10mResolution 2d 4h
Remember the last used payment methodLowUnassignedResolution 4d 7h
At a glance
SLAs and business hours in short.
- Targets
- First response and resolution. Each between 5 minutes and 90 days.
- Matching
- By priority. The first enabled policy that matches, top to bottom, applies.
- Warning
- At 50, 66, 75, 80 or 90% of a target. 80% by default.
- Escalation
- One workspace member is notified when a timer breaches.
- Business hours
- Any number of schedules, each with a timezone, weekly hours and holidays.
- Pick-up time
- New tickets get their timers within ten minutes, measured from when they were created.
- Notifications
- In the app, by email and as a mobile push.
- Who can configure
- Admins and owners. Members see the timers on their tickets.
Policies
One policy per kind of ticket, the first match wins.
A policy has a name, the priorities it applies to, and up to two targets: first response and resolution. Leave the priorities empty and it matches every ticket. Policies are checked top to bottom and the first enabled one that matches a ticket applies, so a policy for urgent tickets above a catch-all gives each its own targets.
- Targets are set in minutes, hours or days. A new policy starts at 1 hour for first response and 8 hours for resolution.
- Warn assignee at sends a warning when part of the target has passed. Notify assignee on warning/breach turns those messages on or off.
- Escalate breaches to picks the one member who also hears about every breach.
- Business hours attaches a schedule. Always (24/7) counts every minute.
- Switch a policy off to stop it applying to new tickets. Timers it already started keep running.
v2.starko.one/dashboard/settings/sla
Settings/SLA policies
72%Policies
The first matching policy (top to bottom) applies. New tickets are picked up by the sweep within ten minutes.
Urgent ticketsurgentResponse 15mResolution 4h
High priorityhighResponse 1hResolution 8h
Everything elseAll prioritiesResponse 4hResolution 3d
Enterprise weekend coverurgent, highResponse 30mResolution 2h
Edit SLA policy
The first matching policy (top to bottom) applies to a ticket. No selected priorities means the policy matches every ticket.
Urgent tickets
Applies to priorities
UrgentHighMediumLow
First response target15minutes
Resolution target4hours
Warn assignee at80% of target
Business hoursSupport team, Berlin
Notify assignee on warning/breach
Escalate breaches to Sara Lind
CancelSave
Business hours
Evenings, weekends and holidays don't count against you.
A schedule is a timezone, opening hours for each day of the week and a list of holidays. When a policy uses one, its targets are measured in business time: a four hour resolution target on a ticket that arrives at 4 pm on Friday is due at 12 pm on Monday. Daylight saving changes are handled by the timezone.
- Each day is switched on with a start and end time, or Closed. Monday to Friday start at 09:00 to 17:00.
- Holidays are dates with an optional name. They count as closed all day.
- Make as many schedules as you need, one per team or region, and pick one per policy.
- Mark one as Default schedule for this workspace. Assignment rules can also use schedules.
- Deleting a schedule moves its policies back to 24/7.
Edit schedule
Times are local to the selected timezone. Days switched off don't accrue SLA time.
Support team, Berlin
TimezoneEurope/Berlin
Monday09:00to17:00
Tuesday09:00to17:00
Wednesday09:00to17:00
Thursday09:00to17:00
Friday09:00to17:00
SaturdayClosed
SundayClosed
Holidays
2026-12-25Christmas Day
2026-12-26Second Christmas Day
Add holidayDefault schedule for this workspace
CancelSave
How timers run
What starts the clock, what stops it, and what pauses it.
Every ten minutes a sweep gives new tickets a timer from the first matching policy, with due dates counted from the moment the ticket was created. The first response timer stops at the first comment from your team. The resolution timer stops when the ticket moves to a completed or cancelled status. Only business hours pause the clock: a status such as waiting on the customer does not.
- A policy applies to tickets created after it. Existing tickets are not given timers retroactively.
- Due dates are fixed when the timer starts. Editing or deleting a policy later does not change them.
- Breached is final. A late reply still leaves the timer breached.
- Reopening a resolved ticket puts its resolution timer back on the original due date.
Breaches
See what is about to breach, and hear about it before it does.
The SLA page lists every ticket with a live timer in three groups: Breached, At risk and On track, sorted by the resolution due date. Each row shows the priority, the assignee and a chip per timer, amber when it is close and red once it has breached. The same timers appear on the ticket page as chips like Resolution due in 5h 20m.
- Warnings and breaches arrive in the app, by email and as a mobile push. A breach goes to the assignee and the escalation contact.
- A breach is written to the ticket's activity, and it can start a ticket workflow with the SLA breached trigger.
- Ask Starko AI "Is anything about to breach its SLA?" in ⌘L or Slack. Its SLA status tool is limited to admins and owners.
- Escalate with ticket workflows: reassign, comment or notify when an SLA breaches.
FAQAbout SLAs and business hours.
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