SLA Policy
Fallback targets by priority — used only after explicit administrator activation
INACTIVE — ILLUSTRATIVE ONLY
The values below are placeholders, not contract terms. They are not used in any calculation. Tickets without imported SLA data remain 'SLA Unknown'.
Resolution targets by priority (hours)
Leave blank for no target. Imported SLA target hours always take precedence over these values. Tickets with priority Unknown are never given a derived deadline.
Clock settings
Start basis and clock also apply to imported SLA target hours. Public holidays are not modelled.