SLA Tracking¶

Kiket tracks how long issues spend in each workflow state and alerts you when deadlines are approaching or breached. SLA (Service Level Agreement) timers are configured per state in the workflow definition and enforced automatically by background evaluation.

How It Works¶

Define SLA on workflow states in the visual editor or YAML
Issues enter a state with SLA configuration
Timer starts tracking elapsed time (optionally business hours only)
Warning fires when the warning threshold is reached
Breach fires when the maximum duration is exceeded
Timer stops when the issue transitions to a different state

Configuring SLA in the Editor¶

Select a state node in the visual workflow editor and open the SLA Timer section in the Properties panel:

Field	Description	Example
Warning after	Time before breach when a warning is sent	`48h`, `7d`
Breach after	Maximum allowed time in this state	`120h`, `30d`
Business hours only	Count only business hours (configured in org settings)	Toggle

States with SLA configured show a ⏱️ badge on the canvas.

Duration Format¶

30m — 30 minutes
24h — 24 hours
7d — 7 days

Escalation Hooks¶

Each SLA timer can trigger actions on warning and breach:

On Warning¶

Actions that execute when the warning threshold is reached. Common uses: - Notify the assignee and their manager - Send a Slack message to the team channel - Add an "sla-warning" label

On Breach¶

Actions that execute when the SLA is breached. Common uses: - Send a critical notification to management - Transition the issue to an escalated state - Create an incident record - Trigger a webhook to an external system

YAML Example¶

states:
  legal_review:
    type: active
    category: review
    metadata:
      label: Legal Review
      color: warning
      icon: "⚖️"
    approval:
      required: 1
      approvers:
        - role: legal
    sla:
      warning: 48h
      breach: 120h
      business_hours: true
      on_warning:
        - action: notify
          recipients:
            user: assignee
            roles: [legal]
          message: "⚠️ {{issue.title}} approaching SLA in Legal Review"
      on_breach:
        - action: notify
          recipients:
            roles: [manager, legal]
          message: "🚨 SLA BREACH: {{issue.title}} exceeded 120h in Legal Review"
          level: critical

Business Hours¶

When business hours only is enabled, the SLA timer pauses outside configured business hours.

Configuration¶

Business hours are configured per organization in Settings > Business Hours:

Start/End time — daily business hours (e.g., 09:00–17:00)
Business days — which days count (default: Monday–Friday)
Timezone — organization timezone for calculations
Holidays — dates to exclude from business hours

Example¶

With business hours 9am–5pm Mon–Fri: - Issue enters state Friday at 4pm - 48h warning threshold = Wednesday at 4pm (weekends don't count)

Board Indicators¶

Issues on the board show SLA status:

Indicator	Meaning
No indicator	No SLA configured or within normal time
Yellow dot	Warning threshold reached (imminent)
Red dot	SLA breached

Issue Detail¶

The issue detail page shows an SLA panel when the current state has SLA:

Progress meter — visual bar showing elapsed time vs thresholds
Status badge — imminent, breached, or recovered
Countdown — time remaining until next threshold
History — past SLA events for this issue

Notifications¶

SLA events trigger notifications through the standard notification system:

In-app notifications (always)
Email (if enabled in user preferences)
Slack/Teams (if extension installed)
Webhook (for external integrations)

Warning notifications use medium priority. Breach notifications use critical priority and may trigger push notifications.

Team SLA Dashboard¶

The Team SLA dashboard (/sla/team, accessible from Compliance > Team SLA) provides per-person SLA analysis:

Team Compliance Table¶

Sortable table showing each team member's SLA performance: - Total SLA events, compliant count, breached count - Active breaches (currently unresolved) - Compliance rate with color coding

Click a team member to view their capacity and SLA details.

State × Person Heatmap¶

Color-coded matrix showing compliance rate for each person in each workflow state. Instantly reveals: - Which people struggle with which states - Where to invest in training or process improvement - Who to assign for time-sensitive work in specific states

Weekly Trend¶

Bar chart showing team-wide weekly compliance rate over time. Helps track whether process changes are improving SLA performance.

Recent Breaches¶

Timeline of recent SLA breaches with person, issue, state, and overdue time.

API¶

SLA events are available via the API:

GET /api/v1/sla_events?project_id=1&state=breached

Returns event records with definition details and metrics (duration, overdue time).

Dashboard¶

The dashboard shows SLA-related widgets:

Active breaches — issues currently past their SLA
SLA compliance rate — percentage of issues resolved within SLA
Average time in state — compared to SLA targets