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Service Level Agreements (SLA)

  • Last Updated October 10, 2026

Topic

This article explains how to define and track service-level agreements (SLAs) for tickets in NinjaOne.

Environment

NinjaOne Ticketing

Description

Use the NinjaOne Ticketing application to configure and assign SLAs. When you configure your SLAs, you can use the Ticketing section on the organization configuration page to assign a default SLA for its tickets. You can also assign the SLAs to tickets via automation triggers.

NinjaOne Ticketing boards display relevant SLA information, and you can filter them based on SLA due dates or remaining time. You can adjust table columns to display and sort relevant SLA details, such as the remaining time for an SLA target.

The first SLA you configure will become the global default throughout NinjaOne. You can change the default after creating multiple SLAs.

Select a category to learn more:

Configure the SLA

To configure the SLA, perform the following steps:

  1. Navigate to Administration → Apps → Installed → NinjaOne Ticketing. Open the Service level agreements tab.
  2. Click Add service level agreement.
  3. The Add service level agreement dialog appears with the General section open by default. Enter a unique identifier into the Name field and specify your holiday and support hours, if needed.
  4. Open the Priority targets section.
  5. For each target, define the agreed-upon Response time and Resolution time values. These times update for the ticket's SLA when you configure the Priority field.
ticketing_sla tab.png
Figure 1: Create a new SLA for NinjaOne Ticketing
sla_priority targets.png
Figure 2: Define response and resolution times for each priority
  1. Click Submit.
To set the SLA as the default for all tickets, move your mouse cursor over the row and click the actions menu, then select Set as default.

Organization-specific Support Hours

When you define targets for your SLAs, you can inherit support hours from the organization. To set up an organization's default support hours, perform the following steps:

  1. Navigate to Administration → Organizations and select an organization to edit.
  2. Open the Ticketing section and click Edit.
org_ticketing_edit support hours.png
Figure 3: Edit support hours for an organization
  1. In the Edit support hours dialog, select Use global default or Custom.
  2. Select the checkbox for each day the organization is available.
  3. Use the Start and End drop-down menus to specify hours.
ticketing_edit support hours dialog.png
Figure 4: Custom support hours for NinjaOne Ticketing

Assign the SLA

You assign the SLA to your organization. When you assign a ticket to the organization and set the priority, the Service level agreement section of the ticket will update to select the specified default SLA.

  1. Navigate to Administration → Organizations and select an organization to edit.
  2. Open the Ticketing section and select the applicable SLA from the Default service level agreement drop-down menu.
organization_ticketing_sla.png
Figure 5: Choose the default ticketing SLA for the selected organization
  1. Click Save.

Filter Tickets by SLA

To filter the ticket board by SLAs, follow these steps.

  1. Select a ticketing board from the sidebar menu and click Edit Board.
  2. In the Edit ticket board dialog, select Columns and sorting.
  3. Add one or more of the following columns, depending on your search criteria:
    • SLA target status: NinjaOne Ticketing displays the current SLA status as In Progress, Breached, or Achieved.
    • SLA target: NinjaOne Ticketing displays the active SLA target date and time. It shows the response target until a technician responds to the ticket, then switches to the resolution target.
    • SLA time remaining: NinjaOne Ticketing displays the time remaining before you must meet the SLA.
ticketing_filter for sla.png
Figure 6: Filter tickets by SLA data

Change the SLA on a Ticket

Tickets that you have not assigned to an organization will use the default system SLA. Assign the ticket to an organization and select the priority to change the SLA and its response, and resolution times.

You can also manually select the SLA for the ticket by clicking Edit in the Service level agreement section and selecting a new option from the drop-down menu.

ticket_sla.png
Figure 7: View and update a ticket's SLA

Additional Resources

Refer to NinjaOne Ticketing: Resource Catalog for a complete list of NinjaOne Ticketing articles and guides.

FAQ

Next Steps