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An SLA policy in Scrubbe defines the time targets your team commits to for acknowledging and resolving incidents at a given priority level. Once SLA tracking is enabled for your organization, Scrubbe measures every open incident against the matching policy, notifies your team when targets are at risk, and can automatically escalate incidents that breach their thresholds. SLA policies are the mechanism that turns incident response from informal effort into measurable, accountable practice.

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Enabling SLA tracking

SLA tracking is controlled by your IMS configuration. Set slaEnabled to true to activate it, and set autoEscalate to true to let Scrubbe escalate breached incidents without manual intervention:
When autoEscalate is true, Scrubbe routes a breached incident to the escalationContact defined in the matching SLA policy.

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Creating an SLA policy

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Policy fields

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How SLA tracking works

When a ticket is created with a given priority, Scrubbe looks up the SLA policy for that priority and sets slaResponseTimeMinutes and slaResolveTimeMinutes on the ticket. Timers start when the ticket status becomes OPEN. Scrubbe sends a warning notification at the halfway mark for both the response and resolution windows. If the window closes without the required status transition, the ticket is marked as breached.

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Breach types

The current breach state is visible on each ticket in the slaBreachType field.
SLA timers run in real time. If you update a ticket’s priority after creation, the ticket continues to track against the originally assigned SLA targets — not the targets of the new priority. Update priority before the response window closes to avoid unexpected breaches.

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Managing policies

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SLA policy analytics

GET /api/v1/sla-policies/analytics returns compliance data across your policies — breach counts by priority, average response and resolution times, and compliance rates against your configured thresholds. Use this endpoint to identify which priority tiers need staffing or process changes.
Define one policy per priority level (LOW, MEDIUM, HIGH, CRITICAL) to ensure every incident has a matching target. Incidents with a priority that has no matching policy will not have SLA timers set automatically.