SLA Settings
Configure Service Level Agreement targets and breach notifications for returns and warranty repairs.
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Last updated 4 April 2026
SLA (Service Level Agreement) tracking monitors how quickly your team processes returns and warranty repairs. Configure under Settings > SLA Settings.
Enable SLA Tracking
Toggle the master switch to activate SLA tracking. When enabled, RMAs display SLA countdown indicators.
SLA Targets
| Target | Description |
|---|---|
| Standard Returns Target | Business days to complete standard returns (1-365) |
| Warranty Returns Target | Business days to complete warranty repairs (1-365) |
Leave a target blank to disable SLA tracking for that return type.
How SLA Works
- Countdown starts when an RMA is marked as Received
- For warranty RMAs, statuses configured to Pause SLA will pause the countdown (e.g. "Waiting on Customer")
- Countdown resumes when the status changes to a non-pausing status
- If the target is exceeded, the RMA is flagged as breached
Breach Notifications
Enable Send Email for SLA Breaches to notify assigned technicians and admins when an SLA is breached.
Configure warranty RMA statuses with the "Pauses SLA" flag in Warranty Settings for statuses where the team is waiting on external input.
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