Alina Kurinna _SaaSJet_ Atlassian Partner

Welcome back to our "SLAs in Action" series! We've seen how SLAs protect rapid transactions in fintech, ensure safety in healthcare, and build trust in cybersecurity. Now, let’s jump into the heart of the digital world: IT and software development. In a field driven by sprints, deadlines, and innovation, SLAs aren't just…

Welcome back to our "SLAs in Action" series, where we explore how service level agreements (SLAs) are the backbone of reliability and trust across different industries. We've previously seen how SLAs protect financial transactions in fintech and ensure patient safety in healthcare. Now, we turn our attention to…

We are launching a series of articles about how SLAs can be implemented and used to optimize processes in industries where, at first glance, SLAs might seem irrelevant. In the first part, we showed how fintech teams use SLA automation in Jira to prevent losses, ensure compliance, and build trust. Now it’s time for the next…

We’re starting a series of articles about how SLAs can be implemented to optimize and improve processes in industries where, at first glance, SLAs may not even seem relevant. Our goal is to dispel that myth and show how companies across different fields – from fintech to healthcare, education, and retail – use SLA…

When it comes to managing service performance in Jira, dashboards are more than just a nice-to-have. They’re your control panel, a real-time overview of how your teams are performing against time-based goals. But the real power of a dashboard lies in its gadgets. And when you’re tracking SLAs, the right gadget can tell you…

Service Level Agreements (SLAs) are a cornerstone of reliable support and service delivery. In theory, managing SLAs in Jira should be simple: define a target, track the time, and make sure issues are resolved on schedule. But in practice, many teams fall into the trap of following “best practices” that actually backfire.…

In traditional ITSM, an SLA Agreement feels like a solid contract: fixed deadlines, strict conditions, and clear accountability. But in Agile environments, the reality looks very different. Work is split into sprints, priorities may change mid-cycle, and tasks are often carried over into the next sprint. In this dynamic…

Have you ever opened an SLA report in Jira and thought: “What on earth is going on here?” Timers stop in random statuses, work items sit unassigned for days, and the reports show data you can’t really trust. This is classic SLA chaos, and most teams know it all too well. Most SLA problems arise from a buildup of small…

You’ve checked your SLA dashboard. Everything looks fine: response times are on target, resolution times are within limits, and nothing seems to be breaching. But something still feels off. Your team is overwhelmed. Customers are reopening tickets. CSAT scores? Not where you'd like them to be. So you start wondering: are…

Sometimes an SLA breach happens not because of an actual delay, but due to failed automation or a technical misstep. That’s where the Reset SLA feature comes in — it allows you to configure specific conditions under which the SLA timer automatically resets, bringing reporting back to fairness. I’m also happy to share great…

You’ve just closed a customer issue. The resolution was logged, the agent moved it to “Done,” and the customer confirmed everything looks good. Yet when you glance at the SLA panel… It’s still counting down. Days later, it’s still active, or worse, it’s breached. Sound familiar? This is one of the most frustrating Jira…

When several teams work together — like marketing, design, HR, or communications — it’s easy to miss deadlines, duplicate efforts, or just get out of sync. Not because someone did something wrong, but because no one clearly defined who does what and by when. That’s where Operational Level Agreements (OLAs) can make a real…

You’re hitting every SLA. Your dashboards are green. But something still feels... off. Customers are following up more often. Tickets are looping between assignees. The team feels overloaded, even though the numbers say “success.” This is the SLA trap: when you focus on what’s measurable, but miss what actually matters. In…

SLA performance isn’t just about numbers — it’s about understanding what they tell you. Are your teams consistently meeting expectations? Where are the bottlenecks? What’s working — and what’s not? That’s where SLA Met vs Exceeded charts step in. These visual insights go beyond basic tracking to uncover trends and guide…

If you’re working in an agile environment, you know how important it is to keep your workflow smooth. But how do you track progress and spot bottlenecks? That’s where Kanban Analytics comes in. Kanban Analytics helps teams visualize their work, measure performance, and continuously improve their processes. One of the most…

An SLA is not just a formal document—it’s the foundation of trust between a company and its customers. But what happens when an SLA isn’t met? Missed deadlines, dissatisfied clients, and a damaged reputation… To prevent this, you need to follow 10 essential rules that will make your SLA effective, realistic, and truly…

Does your team always manage to close requests on time? Or are you just guessing how well you’re meeting your SLAs? Tracking SLA metrics is not just a formality—it’s the key to team efficiency, improving customer service, and minimizing the risk of SLA breaches. Time to Resolution, Met vs Exceeded SLA, and Average…

Imagine this scenario: one team member is buried under a pile of tasks while the rest work steadily. Deadlines are looming, work quality is declining, and stress levels are rising. Sounds familiar? Uncontrolled task accumulation can lead to chaos, burnout, and, worst of all, SLA breaches. This is where WIP limits come to…

Providing great service isn’t just about responding to requests—it’s about doing it on time and meeting expectations. That’s where Service-Level Agreements (SLAs) come in. They help teams define response and resolution times, ensuring issues don’t slip through the cracks. If you use Jira, keeping track of SLAs is key to…

🚀 Jira is a powerful tool for request management and user support, offering extensive capabilities for configuring SLA (Service Level Agreements). However, to ensure SLAs function effectively, it is crucial to set them up correctly, monitor their performance, and leverage automation. In this article, we will explore best…

Meeting SLA targets is a critical challenge for enterprise companies, where even minor delays can lead to operational disruptions, financial penalties, and dissatisfied customers. Ensuring 99.9% SLA compliance requires more than just setting goals—it demands advanced monitoring, automation, and real-time reporting to…

Service Level Agreements (SLAs) play a crucial role in ensuring timely and efficient service delivery. In today's fast-paced business environment, tracking SLA response times accurately can significantly impact customer satisfaction and internal team performance. This article will guide you through: What is a service level…

SLA performance tracking has become even smarter. Now, you can dive deeper into your team's productivity by analyzing SLA metrics based on Jira fields or custom criteria. Whether it’s priority, severity, organization, or any other custom data points, this new capability enables you to identify trends, detect bottlenecks,…

With the rise of cyber threats, ensuring data protection and operational security is no longer optional—it's a fundamental requirement for business continuity and trust. Failing to meet industry-recognized security standards can lead to severe data breaches, regulatory penalties, and loss of customer confidence. These…

We are excited to announce that SLA Time and Report is now available for Data Center – another step toward optimizing your processes! Designed for enterprise companies, this release ensures high performance, scalability, and compliance with strict security standards, giving large teams full control over SLA management…

Even experienced teams face mistakes when configuring and managing SLA (Service Level Agreements). These errors harm productivity and cost companies client trust and critical contracts. Wouldn’t it be great to know beforehand what to avoid and how to optimize your SLA setup and monitoring? Or perhaps you’re already…

Last time, we explored SLA Complexity, how to configure it, and why it's essential. Today, we'll explore another equally valuable field: Severity. We'll examine its role, how to set it up, and why it's critical to effective SLA management. Severity is key in determining the urgency of tasks or issues based on their impact…

🎄 Hello, Advent friends! Today, our explorer, Jetty, will take us to the charming Ternopil region, home to serene lakes, ancient castles, and timeless traditions. Ternopil is known for its rich history and natural beauty, where cultural heritage and modern life come together. Did you know that Ternopil is home to one of…

Have you ever encountered a situation in which high-priority tasks take longer than the SLA allows while low-priority ones are completed in minutes? How can you effectively allocate time for tasks of varying complexity without overloading your team and still meet deadlines? SLAs based on complexity account for the actual…