Priorities and SLA targets

Open Settings → Priorities & SLAs. Each priority has:

• Attend within: how soon an engineer should arrive. Met when they tap I’ve arrived on site.
• Fix within: how soon the job should be complete. Optional.
• Clock runs: 24/7 or Business hours. Business hours come from your company settings.
• Warn at: the office is alerted when this much of the time is used, 75% by default.

The defaults are in Log your first job. Change them to match what you promise your customers.

New jobs use the new targets; jobs already logged keep their due times.

Other job rules on this page

• Pause the SLA clock while a job is Awaiting Parts (on by default).
• Customers on stop: Warn, then allow or Block new jobs.
• Push quiet hours: hold non-urgent pushes to engineers overnight. P1 jobs are always sent.

Contracts can have their own targets. See Contract SLAs.