Ongoing Response SLA

Question

Team

I am looking to implement ongoing response as per SLA where a customer will get updates on a P1 every 1 hour as long as the incident is in progress .

How can this be achieved?

Example

Priority 1  and Status is in Progress

Initial response is met

Now the Ongoing will start where after every 1 hour we must share a status with customer until resolution .

Alina Kurinna _SaaSJet_ · Answer

If I understand you correctly, you're trying to track how well your team complies with contractual obligations — specifically, whether updates are being sent every hour for P1 incidents while they remain in progress. You're absolutely right: reminders alone aren't enough, because if they're ignored, Jira doesn't track that as a breach. What you need is a way to measure actual follow-up behavior.

This is exactly where SLA Time and Report can help:

Here's how you can achieve this:

Create a dedicated SLA that starts when the work item moves into the “In Progress” status, with a 1-hour goal.

Enable the SLA reset option — this means the SLA will automatically restart every time a qualifying update (e.g., a public comment to the customer) is made.

If no update is sent within that 1-hour window, the SLA is marked as Exceeded.

Every cycle of this SLA is recorded, so you can track how many cycles were Met vs. Exceeded — giving you a measurable way to evaluate compliance.

You can also view and monitor SLA status in real time via the Grid view — where tickets are clearly marked with green or red indicators depending on their SLA performance.

This setup ensures you're not just sending reminders - you're tracking whether actual updates are being delivered to the customer on time, every time.

I hope I understood your need correctly and that my answer was helpful.If you have any questions — feel free to reach out!

Vidhi Raman Chandra · Answer

Hey Alina , I want a SLA that I can track . I explored the automation. But a reminder is ignored then how to calculate the % of time the incident was updated as per the ongoing contractual obligations to provide a response every 1 hour for P1 . That’s the dilemma

Alina Kurinna _SaaSJet_ · Answer

Hi @Vidhi Raman Chandra

If you need to set up an Ongoing Response SLA — for example, to ensure that tickets are regularly followed up on (like every 24 hours) — you have two options:

Option 1 – Jira AutomationYou can use Jira's built-in automation rules to send reminders, as Jaime Escribano mentioned before.

Option 2 – SLA Time and ReportI recommend trying SLA Time and Report, developed by my team. It allows you to set advanced SLA configurations and send automated reminders before an SLA breach, such as 2 hours before the deadline.

You can configure it like this:

Set a specific SLA goal (e.g., 24 hours to respond)

Add an automated action that triggers at the 22nd hour

This action can send a comment or notification (via Jira comment or Slack) to remind the assignee to follow up

You can also configure SLA timers based on custom statuses and comment triggers.For example, you can set the SLA to start when the status is "In Progress" and a comment is added by the customer. The SLA timer will begin counting only when both conditions are met, giving you full control over when the clock starts.

Additionally, you can refer to our documentation for instructions on sending notifications.

With our app, you can also:

Track SLA progress in real time with visual indicators

Filter and report on SLA status (Met/Exceeded)

Add gadgets to Jira dashboards for instant visibility

Use it across Jira Service Management, Software, and Core

If you need any help, feel free to reach out.
Best regards!