---
title: "SLA Tracking – Setting Timers & Alerts"
description: "## **Overview** Service Level Agreements (SLAs) define how quickly cases must be resolved. DigiCase helps you track SLAs automatically. --- ## Step 1: Access SLA Settings 1. Go to **Admin Panel → SLA Configuration**. 2. Choose a case category (e.g., Complaints,…"
url: "https://digicase.io/docs/sla-tracking-setting-timers-alerts/"
updated: "2025-08-23"
category: 📂 Using DigiCase
---

# SLA Tracking – Setting Timers & Alerts

## **Overview**

Service Level Agreements (SLAs) define how quickly cases must be resolved. DigiCase helps you track SLAs automatically.

---

## Step 1: Access SLA Settings

1. Go to **Admin Panel → SLA Configuration**.
2. Choose a case category (e.g., Complaints, Technical Issues).

---

## Step 2: Define SLA Timers

- **Response Time:** Maximum time to acknowledge a case.
- **Resolution Time:** Maximum time to close the case.
- **Custom SLA Policies:** Set different SLAs per customer tier (e.g., VIP clients).

---

## Step 3: Enable Alerts

- DigiCase sends automated reminders when SLA deadlines are approaching.
- Configure alerts for:
  - Agents (email, in-app, WhatsApp if enabled).
  - Managers (escalation notices).

---

## Step 4: Monitor SLA Status

- On the **Dashboard SLA Widget**, view:
  - **Cases within SLA** (green).
  - **Cases nearing SLA breach** (yellow).
  - **Cases breached SLA** (red).

✅ **Tip:** Export SLA reports to PDF/Excel for compliance audits.