Top 15 Must-Have Requirements for a Jira Cloud SLA App

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Managing Service Level Agreements (SLAs) efficiently ensures smooth operations and customer satisfaction. With Jira Cloud SLA apps, teams can streamline their SLA tracking and reporting process. This article will explore the top 15 must-have requirements for a Jira Cloud SLA app that enable effective SLA management and safety for your data.

We will show all examples on screenshots with the SLA Time and Report for the Jira add-on.

1. Main Dashboard for Managing SLA Tasks

A comprehensive dashboard should provide an overview of all SLA-related tasks, statuses, and deadlines, allowing teams to easily track and prioritize their SLA commitments.

2. Visual Control of SLA Implementation for a Time Interval

Visual representations, such as charts or graphs, can provide a clear overview of SLA performance over a defined time interval. This feature allows teams to quickly identify trends, spot bottlenecks, and take corrective actions to meet SLA targets.

3. Forecast of SLA Implementation and Calculation of Complete Plan

An effective Jira Cloud SLA app should provide forecasting capabilities, allowing teams to estimate the likelihood of meeting SLA targets based on current performance. For this, it is essential to see when each task will be (or already was) Breached or Exceeded and the percentage of completion of the issues according to the goal.

4. Advanced Filter for Issues, Statuses, and Data Functions for SLA

A powerful filtering system is crucial for efficiently managing SLA tasks. The Jira Cloud SLA app should allow teams to filter issues based on various criteria, such as statuses, priority, assignee, sprint, and date range, or by your custom fields.

5. Ability to Export and Display Reports

Reporting is a key component of SLA management. A Jira Cloud SLA app should provide the ability to export SLA reports in various formats, such as XLSX, CSV or PDF, and display them visually appealing and understandable. This helps teams analyze SLA performance and communicate it effectively to stakeholders.

6. Distribution of Accesses to the SLA Control System

SLA management often involves multiple team members or departments. A Jira Cloud SLA app should provide a system for distributing access to the SLA control system, allowing teams to define roles and permissions to ensure appropriate access and accountability.

7. Control of Work Schedule

SLA targets may vary based on different work schedules, such as business hours or weekends. An SLA add-on should allow teams to define and configure work schedules to align SLA calculations and deadlines with the actual working hours.

8. Multi-Conditions Control

SLA requirements can be complex, with multiple conditions to be met. A robust Jira Cloud SLA app should support multi-conditions control, allowing teams to define multiple criteria for Start, Pause, Stop, or Reset conditions simultaneously.

9. Support for 2 Types of SLA (SLA by Time, SLA by Date)

SLA requirements can be based on either time-based or date-based criteria. A versatile SLA Jira plugin should support both types of SLAs, allowing teams to define SLA targets based on elapsed time, time remaining, or specific dates, depending on their business needs.

10. Convenience and Ease of Setting SLA Time Goals and Automation

Setting SLA time goals in a Jira Cloud SLA app should be easy and convenient. It should provide a user-friendly interface of the configuration page to define SLA goals, configure alerts and escalations, and automate SLA tracking and reporting processes.

11. Ability to Change the text of Notifications

Users should be able to customize the text of messages for different trigger actions such as SLA met, breached, or exceeded. This allows users to provide clear instructions to recipients about what requires attention. A template editor with a preview mode can be useful for making these customizations.

12. Custom Field Integration for Monitoring SLA Statuses

If the Jira SLA app allows the use of special fields for SLA conditions and SLA goals, this provides flexibility and the ability to combine it with the built-in Jira features. Then you can conveniently make selections on custom fields using JQL.

13. Fast Support responses and Bug Fixing

Prompt and efficient support from the add-on's support department is crucial for Jira Cloud SLA app users. Since time control is a critical function of SLA management, delays in resolving issues or bug fixes can impact team productivity. Users should look for add-ons with a reputation for fast response times and efficient bug-fixing processes.

14. Regular Updates and Fresh Versions of the Add-on

Regular updates and a history of add-on development are important indicators of a reliable app. Users should check the frequency of updates, aiming for add-ons that have at least 1–2 releases per month or follow an agile development approach with regular sprints. This ensures that the app is actively maintained, improving the functionality and addressing potential bugs.

15. Security Certification and Indicators

Security is a critical factor in selecting a Jira Cloud SLA app. Users should look for add-ons that are members of the Bug Bounty program, which tests the manufacturer's code for resistance to hacking and tampering. You should prefer add-ons that have passed the "CLOUD FORTIFIED" certification because it assures the safety of user information and the reliability of the application.

Take away

For the Jira Cloud SLA apps the top 15 must-have requirements, such as a main dashboard, visual control of SLA implementation, advanced filtering, reporting, regular app updating and high-security level, are essential for efficient SLA management and safe work.

With the right app, teams can streamline their SLA tracking, automate tasks, and gain insights for continuous improvement, ultimately delivering outstanding customer service and driving business success. Choose a Jira Cloud SLA app that meets these requirements to optimize your team's SLA management process.

You can find many good apps on the Atlassian Marketplace. Our SaaSJet company also provides good add-ons like the Jira issue history app or reports checklists.

We suggest you use the 30-day SLA Time and Report trial and book a demo call or contact our support team if you need additional information.