Set enforceable service-level agreements on any item, with a two-phase clock (response + resolution), color-coded progress bars, and a full analytics dashboard. Teams stay accountable; breaches are visible instantly.
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What Is SLA Tracking?
SLA Tracking adds a special column to boards that runs an automatic two-phase timer against each item: first counting down the time to respond, then counting down the time to resolve.
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An administrator defines a policy
In Control Panel, then SLA.
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The policy bundles three things
A team, a set of response and resolution targets by priority, and clock rules saying which status labels start, pause and stop the timer.
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You attach it to a board column
Gript handles the rest.
Board view: SLA column showing different timer states
Beta feature. SLA Tracking must be enabled per workspace by a Super Admin in the Control Panel, Feature Beta panel. The SLA settings group in Settings is hidden until the feature is enabled.
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The Five Building Blocks
SLA Tracking is structured in layers. You set up the lower layers once and reuse them across many policies and boards.
Business Hours
Workspace-wide working hours and timezone. Timers only count time within business hours. Teams can override the workspace default. Holiday calendars supported.
SLA Teams
Groups of workspace members that own policies. Each team can have its own timezone and business hours. Teams have three roles: Member, Lead, and Escalation.
Time Targets
Named presets with priority levels (e.g., Urgent / High / Medium / Low) each with a response time and resolution time. Reusable across multiple policies.
Clock Rules
Define which status labels start the response clock (arrival), start the resolution clock, pause it, and stop it. Must match your board's Status column options exactly.
Policies
The final layer: combine one Team + one Time Target + one Clock Rules preset into a named policy. Attach policies to SLA columns on any board.
Use templates to get started fast. Settings, SLA, Templates contains ready-made presets for IT helpdesk, customer support, legal review, and other common industries. Applying a template creates Time Targets, Clock Rules, and a starter Policy in one click, you just assign a team afterwards.
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Admin Setup: Configuring SLA in Settings
All SLA settings require Admin or Owner access. Navigate to Settings, then SLA. The SLA nav group has seven sections (Overview, Templates, Business Hours, Teams, Time Targets, Clock Rules, Policies). Work through them in order for a new setup.
SLA policies
Control Panel, SLA
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Settings, SLA, Overview. This is the SLA landing page: it summarizes your existing policies, teams, and live SLA status at a glance. Start here to see what is already set up before you configure anything.
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Settings, SLA, Business Hours. Set the workspace timezone and default working schedule (Monday to Friday, 09:00 to 17:00 is a common starting point). Toggle Enable business hours on if you want timers to pause outside working hours.
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Settings, SLA, Teams. Click New team. Give it a name and add workspace members. Set team-level timezone/hours if they differ from the workspace default. Teams can have Members, Leads, and Escalation contacts.
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Settings, SLA, Time Targets. Click New preset. Add priority levels (e.g., Urgent / High / Medium / Low). For each level, set the Response time (e.g., 1h) and Resolution time (e.g., 4h). These are the SLA targets that appear in cells and the dashboard.
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Settings, SLA, Clock Rules. Click New preset. Enter the exact status label that starts the response clock (arrival status, e.g., "New"), the label that starts the resolution clock (e.g., "In Progress"), labels that pause it (e.g., "Waiting"), and labels that stop it (e.g., "Done", "Closed"). These must match your board's Status column labels exactly.
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Settings, SLA, Policies. Click New policy. Give it a name (e.g., "IT Helpdesk SLA"). Assign the Team, Time Target preset, and Clock Rules preset you just created. Save. The policy is now ready to attach to any board column.
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Optional: Apply a template. Settings, SLA, Templates lists pre-built configurations. Click Preview to see what they create, then Apply template. Go to Policies afterwards to assign a team to the newly-created policy.
Clock rules must match your board exactly. The status labels in your Clock Rules preset are matched against the actual values in your board's Status column. If the labels don't match (wrong case, different spelling), the clock will never start or stop. Test with a single item after setup.
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Being warned before a target is missed
Alerts on the way to a breach, not just after one.
The SLA dashboard
Sidebar, SLA
A countdown nobody is watching does not help. Each policy can raise an alert as its clocks fill up, so somebody hears about it while there is still time to act.
Set them per policy, separately for the response clock and the resolution clock. Choose the points you care about, at 50%, 75% and 100% of the target, and for each point choose who is told:
RecipientWho that is
AssigneeWhoever the task is assigned to.
Team leadThe lead of the team the work belongs to.
EscalationThe escalation contact on the policy. This is what that role is for: the person who should hear about it when the first two have not managed it.
How loud an alert isSetting
Send an emailRather than only appearing inside Gript.
Re-notify every N hoursAfter a breach, or after no response, so a missed target keeps nagging instead of scrolling away.
Alert at 75 percent rather than 100. An alert that fires at 100 percent is a report of a failure; one at 75 is a chance to prevent it.
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Creating policies for a whole set of teams at once
Quick Create builds one policy per team from a single template, instead of making you repeat the same form.
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Set the targets and clock rules once
They apply to every policy it creates.
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Write a name template
So each policy comes out named after its team.
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Pick the teams and create
They are made in one step, and each is a normal policy afterwards.
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Attaching a Policy to a Board Column
Once a policy exists in Settings, SLA, any Board Owner can activate SLA tracking on a specific board by adding an SLA column and linking the policy.
SLA policies
Control Panel, SLA policies
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Open the board. Click + at the right of the column headers. Scroll to SLA in the column type list and select it. A new SLA column appears; each cell shows a gear icon and "Set up SLA" in gray. Gript also auto-creates two companion columns beside it: a "Status (SLA)" column (pre-seeded options: New Ticket, In Progress, Waiting, Resolved) and a "Priority (SLA)" column (pre-seeded: Critical, High, Med, Low).
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Click any "Set up SLA" cell. The Set up SLA policy popover opens. Select a policy from the dropdown (Select a policy). If no policies appear, go to Settings, SLA, Policies and create one first.
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Click Apply. The policy is attached to the column. All cells now show the idle state with target labels (response time | resolution time) and an empty two-zone progress bar. The clock will start automatically when an item's status hits the arrival status defined in the Clock Rules.
Priority column auto-sync. If your board has a Priority column linked to the SLA column, the policy's priority levels are automatically loaded into the Priority column's options. The correct response/resolution target is then picked per-item based on its priority value.
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How the Two-Phase Clock Works
Unlike a simple countdown, Gript's SLA timer has two phases. The progress bar shows both phases in a single visual track, separated by a milestone divider.
The progress barWhat it shows
The blue zonePhase 1, the response window.
The green zonePhase 2, the resolution window.
The divider between themThe response target.
As a window fillsBlue from 0 to 49 percent used, amber from 50 to 89, red at 90 or more, or once the deadline has passed.
Phase 1: Response Clock
Starts when the item enters the arrival status. Counts down to the response deadline. Display: 47:12 (time remaining) plus the resolution target for context. Bar fills in the blue zone only. If the response window expires: the bar turns black and shows "No response, +02:14".
Phase 2: Resolution Clock
Starts when the item moves to the start-resolution status. Counts down to the resolution deadline. Display: a met/breached badge plus 2h 15m left. Bar fills across the full resolution zone. The green check (met) or red cross (breached) badge shows whether the response SLA was met before Phase 2 started.
How the remaining time reads. Under one hour the cell shows minutes and seconds (for example 47:12). From one to 24 hours it shows hours and minutes (for example 2h 15m). Beyond a day it shows days and hours (for example 1d 4h). Once a deadline passes, the cell counts up the overage, for example No response, +02:14.
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Cell States Reference
Each SLA cell can be in one of six states. The bottom progress bar and the text above it together tell you everything at a glance.
Cell stateWhat it shows
IDLE: No policy attachedClick the cell to open the Set up SLA policy popover and assign a policy. The gear icon and gray text prompt the board owner to configure.
IDLE: Policy set, timer not startedShows the response target and resolution target from the policy. The two-zone bar is empty. Clock hasn't started, item hasn't hit the arrival status yet.
AWAITING_RESPONSE: Phase 1 tickingThe response countdown is live. Color changes blue to amber to red as the window fills. Bar fills in the response zone only. If the deadline passes: "No response, +02:14" in black.
RUNNING: Phase 2 tickingResolution clock is live. Response outcome badge shows a check (met) or cross (breached). Color changes blue to amber to red. If overdue: "+02:14 over" in red. Bar fills past the milestone.
PAUSED: Clock on holdItem moved to a pause status (e.g., "Waiting for customer"). Amber pause icon. The gray bar shows progress so far. Timer resumes when item leaves the pause status.
STOPPED: SLA MetItem hit the stop status before the deadline. Full green bar. Star rating (1 to 5) appears, click the stars to rate the resolution quality. Rating is recorded in the SLA dashboard.
STOPPED: SLA BreachedItem stopped after the deadline. Full red bar. Star rating available. Breaches feed into the SLA Score calculation, a breached item counts against the workspace and team score.
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The SLA Dashboard
The SLA dashboard gives a cross-board view of all SLA timers in your workspace. Navigate to it from the left sidebar under SLA (shield icon).
The SLA overview
Control Panel, SLA
At the top, six KPI cards show the health of your SLA at a glance. Below is a filter bar (date range, board, team, policy, status) and three tabs:
SLA Dashboard: KPI cards row
TabWhat it shows
OverviewTeam scoreboard (SLA score by team or person), Error Budget chart (met vs breached this period), and Watermelon Detector (teams with high SLA score but low satisfaction rating).
ActiveAll currently running or paused timers across all boards. Sortable. Click any row to open a detail panel with the item's full SLA history.
HistoryAll resolved timers (Met or Breached) in the selected period. Paginated (25 per page). Filterable by board, team, policy, and status.
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Rating Resolutions
After an item's SLA timer stops (Met or Breached), amber stars appear in the cell. This is the resolution quality rating, separate from whether the SLA was met.
Click any star (1 to 5) to rate the resolution. Once rated, the stars are locked and shown as a permanent record. Hover to preview the rating before clicking.
Ratings feed the Watermelon Detector on the Overview tab. A watermelon team has a green SLA score (a high rate of met timers) and a red rating (poor satisfaction): good on paper, unhappy customers. The gap flags teams where hitting the target is masking a quality problem.
The star rating only appears when the column is wide enough (at least 110px). If you don't see stars, widen the SLA column by dragging its header edge.
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Who Can Do What
SLA configuration is an admin-only concern. Day-to-day users interact with the cell passively: the clock runs automatically based on status changes.
ActionViewer / Editor / Owner / Admin
View SLA cell and progress barViewer: Yes. Editor: Yes. Owner: Yes. Admin: Yes.
Rate resolutions (star rating)Viewer: No. Editor: Yes. Owner: Yes. Admin: Yes.
Add SLA column to boardViewer: No. Editor: No. Owner: Yes. Admin: Yes.
Attach / change policy on a columnViewer: No. Editor: No. Owner: Yes. Admin: Yes.
View SLA Dashboard (/sla)Viewer: Yes. Editor: Yes. Owner: Yes. Admin: Yes.
Create / edit Policies, Teams, Time Targets, Clock RulesViewer: No. Editor: No. Owner: Yes. Admin: Admin only.
Enable SLA feature for workspace (beta)Viewer: No. Editor: No. Owner: No. Admin: Super Admin.
Opening the SLA Dashboard (/sla) is not blocked by role: any signed-in user can open it once the SLA feature is enabled. What they see is filtered by board access, so a Viewer sees only SLA data for the boards and items they can already access.
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Common Questions
Frequently asked questions about SLA Tracking.
The timer never started, the cell is still in idle state even though the item has a matching status.
Check three things: (1) Is the SLA column attached to a policy? If the cell shows "Set up SLA", no policy is linked yet. (2) Is the arrival status in your Clock Rules preset exactly matching the label in your board's Status column, same spelling, same case? (3) Did the item's status change after the policy was attached? The clock only starts when a status transition happens while the column is configured.
The wrong priority level's targets are shown, the cell shows 4h but the item should be Urgent (1h).
The SLA column needs to be linked to a Priority column that has the same labels as the Time Target's priority levels. When you apply a policy, Gript tries to auto-sync the Priority column options. If the Priority column is missing or the labels don't match, the cell falls back to the first level in the Time Target. Verify the Priority column's options in its column settings.
Can I have multiple SLA columns on the same board?
Yes. Each SLA column is independent and can be attached to a different policy. For example, you could have a Response SLA column and a Resolution SLA column on the same board. Each item gets its own timers in each column.
What happens if business hours are enabled and someone changes the status outside working hours?
The status change is recorded immediately, but the SLA clock only ticks during business hours. If the arrival status is set at 5pm on Friday (workspace closes at 6pm), the response window counts only the 1 hour of remaining business time, then pauses and resumes Monday morning.
Can I see SLA data for a board I don't have access to?
No. Tenant isolation applies. You can only see SLA data for boards and items you have at least Viewer access to. Admins and Super Admins see all workspace data in the SLA Dashboard since they have access to all boards within their workspace.
The SLA group is missing from my Settings, I don't see Business Hours, Teams, etc.
The SLA feature must be enabled for your workspace by a Super Admin in the Control Panel, Feature Beta panel. Even if the feature is enabled workspace-wide, Settings, SLA sections are only visible to Admins and Owners. If you're an Admin but don't see the sections, ask your Super Admin to enable the SLA beta flag for your workspace.
What is the "Watermelon Detector"?
A team is a "watermelon" if it looks green on the outside (high SLA score, most timers met) but is red on the inside (low average resolution rating, customers rate the quality poorly). The Watermelon Detector on the Overview tab flags these teams so managers can investigate whether speed is being prioritized over quality.
Can I be warned before an SLA is breached?
Yes. On the policy, add alerts at 50, 75 or 100 percent of the response and resolution clocks, and choose who they go to: the assignee, the team lead, or the escalation contact. They can send an email too.
What is the Escalation recipient for?
It is the person alerts go to when the assignee and the team lead have not resolved it. You set it on the policy.
Do I have to build a policy per team by hand?
No. Quick Create makes one per team from a single template, named from a pattern, in one step.