SLA policies define your service commitments — how fast you'll respond and resolve — and ICP tracks them live on every ticket with response and resolution SLA timers, warning you before a target breaches.
Policy fields
| Field | Meaning |
|---|---|
| Name / description | What the policy is |
| Priority tier | An optional priority the policy applies to |
| Response target | Minutes to first response / acknowledgement |
| Resolution target | Minutes to resolve |
| Active | Whether the policy is in effect |
Attach a policy to a ticket directly, or have an alert rule attach it automatically when it opens a ticket.
Live status
Each ticket shows both targets — response and resolution — with a live status:
| Status | Meaning |
|---|---|
| Met | The target was hit in time |
| OK | On track, plenty of time left |
| At-risk | Only about the last 20% of the window remains (the pre-breach warning) |
| Breached | The target was missed |
Pre-breach escalation
When any unmet target flips to at-risk or breached, escalation is due — which is exactly when ICP's escalation engine steps in to push the ticket to the on-call person, before your commitment is blown.
Tip
Watch SLA compliance %, mean time to acknowledge (MTTA), and mean time to resolve (MTTR) over time in Reports.