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Using Jira SLAs to measure and improve customer satisfaction in Agile teams

In today's world, speed, efficiency, and adaptability are critical components of successful project management. The Agile methodology and the Jira project management tool allow teams to work faster and more efficiently, providing flexibility and the ability to respond quickly to changes. However, without proper control over the level of service, certain challenges may arise that can be solved with the SLA Time and Report for Jira.

As part of an Agile development project, it may be necessary to establish a service level agreement (SLA) with a software outsourcing partner to provide periodic reports on software development performance. A sample SLA may look like this: "The supplier undertakes to provide a monthly report on the following development metrics...". Using SLAs in this way serves two purposes:

  1. Ensuring the partner's responsibility for ongoing measurement and reporting. The regularity of reporting becomes defined in your SLA.
  2. The metrics the partner reports according to the SLA become the main metrics for continuous improvement.

Problems when using Agile and Jira

  • Insufficient control over task execution time: Without a clear definition of task timelines, teams may experience delays and missed deadlines, leading to poor workflow and reduced productivity.
  • Unclear priorities: A lack of clearly defined priorities can lead to team misunderstandings and wasted resources on less important tasks.
  • Loss of communication and issue tracking: Without feedback mechanisms and systematic tracking of issues, there may be a lack of communication between team members and an increase in unresolved conflicts.
  • Inability to accurately display lead times: One of the main disadvantages is that there is no way to clearly track the time of tasks from order acceptance to completion and delivery to the client. This complicates the process of performance evaluation and work planning.
  • Limited display of sprint duration: The system limits the ability to display the duration of sprints, which makes it difficult to analyze trends over time and track performance. Insufficiently accurate sprint durations lead to difficulties in project planning and management.
  • Limited display of sprint scope: The system does not provide sufficient functionality to clearly display the scope of work in a sprint. This makes it difficult to plan and analyze the performance of workflows.



  • Insufficient functionality for tracking issues: The lack of adequate tools for tracking and resolving issues makes project management and decision-making difficult. The lack of functionality affects the quality of project management and the ability to identify and resolve issues in a timely manner.


Solving problems with the SLA Time and Report for Jira

SLA Time and Report for Jira allows you to set and monitor Service Level Agreements, which helps you avoid many of the above problems:

Clearly defining deadlines and using prioritization of tasks

SLA Time and Report for Jira allows you to set clear deadlines for each task, which helps improve time management and prevent delays.

With the ability to set priorities, SLA Time and Report for Jira helps teams focus on the most important tasks and use resources efficiently.

You can monitor the time left on the SLA timer until the SLA goal is exceeded. Tickets with exceeded timers have a red color. It is green before the issue meets the time goals or after it meets a goal.

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You can see the drop-down button if an issue has more than one SLA goal for the SLA timer. Click it and get a list with all the SLA timers for one ticket.

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Also, you can expand lists of SLA Goals for all issues on your grid.

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Hover your mouse over the title of the SLA Config column and view the detailed information about its settings.

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Receive reports and visualize data

SLA Time and Report for Jira allows you to get data on current, completed, and overfulfilled tasks in SLA reports by viewing the Dashboard and 3 types of charts.



In a dynamic Agile development environment, customer satisfaction is non-negotiable. Jira's SLAs provide agile teams with a powerful mechanism to measure and improve customer satisfaction, drive continuous improvement, and deliver customer value. Using SLA metrics, teams can identify opportunities for optimization, increase productivity, and ultimately improve the overall customer experience. With Jira SLAs at their side, agile teams can confidently tackle the complexities of software development, knowing they can meet and exceed customer expectations at every step.

Elevate your Agile team's performance and supercharge customer satisfaction with the transformative power of SLA Time and Report add-on for Jira. 

Ready to optimize your SLA tracking? Try the 30-day trial.




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