SLA Management in Notion: How to Set Up SLA Policies

Every request submitted through Hipporello lands as a new item in your Notion database. To make sure none of those items sit unanswered for too long, Hipporello offers a free SLA Management add-on. It lets you agree on response and resolution times, measures every ticket against them, and emails your team the moment a ticket is in danger of falling behind.

What an SLA Policy Measures

You can track one or both of the following for each policy:

• Time to first response — how quickly your team should send its first reply after a request arrives.

• Time to resolution — how quickly the request should be completely handled.

Both targets use two time limits. Passing the Warning limit flags the ticket as At Risk; passing the Breach limit flags it as Breached. A ticket that’s within both limits is shown as On Track.

How to Configure SLAs for Your Notion Database

1. Turn On the Add-on

1. In the Hipporello admin panel (admin.hipporello.com), select Add-ons in the left menu.

2. Click Install on the SLA Management card. It’s free to use.

3. After installation, you’ll find SLA Management in the sidebar.

2. Name and Position Your Policy

1. Open SLA Management and click Create SLA Policy. If you already have policies, use Add New instead.

2. Type a clear Policy Name — for example, Urgent Bug Report.

3. Pick a spot for it with Place this policy. Since policies are evaluated top-down, keep narrowly targeted policies above broader ones.

3. Match the Right Database Items

A policy with no conditions applies to every ticket. To focus it on specific items, base it on your Notion database properties:

1. Click + Condition and choose a property from Select Property — such as your Status or Priority property.

2. Select an operator: equals, in, is empty or is not empty.

3. Choose the value to match, so that only items with, for example, a High priority fall under this policy.

4. Conditions are combined so that all of them must match. You can keep adding conditions or organize them with + Group.

4. Enter Your Time Limits

Enable Time to first response, Time to resolution or both. For each, add a warning value and a breach value, and select the unit — minutes, hours, days or weeks.

As a starting point for urgent requests, you could warn at 30 minutes and breach at 1 hour for the first reply, and warn at 24 hours and breach at 48 hours for resolution.

5. Configure Alerts

Four automation rules are created for you and grouped under your connected Notion database:

• 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

Open a rule to see its trigger and action. By default, Rule #1 watches for Request SLA is at risk on Time to first response and responds with Send Message to Team Members. You can adjust each rule to fit your process:

• Select who should hear about it in Notification Recipients, such as All Team Members.

• Rewrite the email body and include placeholders like {Request ID}, {Item Title}, {SLA Name} and the SLA status.

• Disable rules you don’t need with their toggle, or add new ones with + New Rule.

Please note: you can use SLA automations throughout your free trial. Continuing to use them after the trial requires an upgrade to Premium.

6. Publish When Ready

1. Click Create. The policy is stored as a Draft first, so you can keep refining it through the Conditions, Targets and Automations tabs.

2. Click Publish to activate it. A confirmation appears, and the policy is labeled Published in the list.

Keeping an Eye on SLA Status

Active policies are applied automatically to every new request that fits their conditions.

• The All Tickets view shows two SLA columns — Time to First Response and Time to Resolution — with a badge for each ticket: On Track, At Risk or Breached.

• Point to a badge to see the matched policy along with its warning and breach limits.

• When a limit is reached, the badge updates and the matching rule emails your team the request details, so they can act before (or right after) the deadline.

Head to the Dashboard to follow your team’s average response and resolution times over time.

Run a Quick Test

1. Submit a request from your user portal using values that match your conditions.

2. Check All Tickets — the request should be linked to your policy and marked On Track.

3. Leave the request unanswered and watch the badge move to At Risk and then Breached, with an email arriving at each stage.