Configuring an SLA for issues
In Tracker, an SLA is a set of rules that defines a timeframe for processing issues in the queue. For example you can set up a time limit during which the assignee must respond to a new issue, respond to a client's comment or completely finish their work on the issue. If the assignee doesn't react within this amount of time, Tracker will send you a notification.
SLAs can be used to monitor request processing speed for the support service.
You can filter issues by each rule, set up timer start and end conditions, and specify your work schedule.