SLA Management in monday.com: How to Set Up SLA Policies

Requests that come in through Hipporello become items on your monday.com board. The free SLA Management add-on helps your team answer and resolve each of them in time. You set the expected response and resolution times, Hipporello tracks the clock on every ticket, and your team is notified before a deadline is missed.

SLA Basics

An SLA policy in Hipporello can include two targets, and you can use either one or both:

• Time to first response: how long your team has to send the first reply.

• Time to resolution: how long your team has to resolve the request completely.

Each target has a Warning and a Breach limit. A ticket starts On Track, becomes At Risk when the warning limit is reached, and turns Breached if the breach limit passes before your team responds or resolves it.

The first response target is completed when a team member replies to the requester. The resolution clock pauses while you wait for the requester's answer, starts again when they reply, and is completed when the ticket is closed.

Configuring SLA Management for monday.com

1. Enable SLA Management

1. Go to admin.hipporello.com and choose Add-ons from the left menu.

2. On the SLA Management card, click Install. The add-on is free.

3. SLA Management now has its own entry in the sidebar.

2. Set Up the Policy Basics

1. Open SLA Management and select Create SLA Policy (or Add New when you already have policies).

2. Name the policy after the kind of work it covers, like Urgent Bug Report.

3. Choose its position under Place this policy. Hipporello checks policies from the top of the list down and applies the first one that matches, so put specific policies above general ones.

3. Target the Right Items

A policy without conditions applies to every ticket. Conditions narrow it down:

1. Select + Condition, then pick the property to check under Select Property.

2. Choose how to compare it: equals, in, is empty or is not empty.

3. Select the value to match, so only items with that value are measured by this policy.

4. Every condition you add must be met. For more complex logic, organize conditions with + Group.

4. Add Response and Resolution Targets

Switch on the targets you need and enter a warning and a breach limit for each, in minutes, hours, days or weeks.

A common setup for urgent requests is a 30-minute warning and 1-hour breach for the first response, with a 24-hour warning and 48-hour breach for resolution.

5. Fine-Tune the Automation Rules

Each new policy comes with four rules, listed under your connected monday.com board:

• Rule #1: first response time is at risk

• Rule #2: resolution time is at risk

• Rule #3: first response time is breached

• Rule #4: resolution time is breached

A rule connects a When trigger to a Then action. Out of the box, Rule #1 triggers on Request SLA is at risk with the SLA type Time to first response and runs Send Message to Team Members. You can adjust the rules:

• Set the Notification Recipients, for example All Team Members.

• Edit the email text and insert variables for the request ID, the item name, the SLA name and the SLA status.

• Turn a rule on or off with its toggle, or add your own with + New Rule.

Heads up: SLA automations are part of your free trial. Upgrade to Premium to keep them active once the trial is over.

6. Create and Publish

1. Select Create to save the policy as a Draft. Use the Conditions, Targets and Automations tabs to review your settings.

2. Select Publish to put it into effect. The policy shows a Published label in your SLA Policies list. Later edits are saved automatically but only take effect after you publish again.

Following SLAs in Real Time

After publishing, Hipporello applies the policy to new requests that meet its conditions.

• Open All Tickets to see SLA badges in the Time to First Response and Time to Resolution columns: On Track, At Risk or Breached.

• Hover over a badge to check the matched policy and its targets.

• When a ticket becomes at risk or breached, the badge changes and your team receives an email with the ticket’s details.

The Dashboard summarizes your team's average first response and resolution times.

Test Your Setup

1. From your user portal, submit a request whose values meet your policy’s conditions.

2. In All Tickets, check that the request is matched to the policy and shows On Track.

3. Don’t respond, and confirm that the badge moves to At Risk and then Breached, with a notification email at each step.