Service window (SLA)
A service window is the number of hours a stage is expected to take, stored on the workflow definition. Commercial script approval is 48 hours; wedding final cut approval is 120; incident reported is 8. These are template defaults and every project can change them.
Windows are displayed per stage. For approval stages, reminders go out before the window lapses, on the channel the door was issued on, with a cooldown between reminders.
Analytics measure median time in stage against those windows. A stage that is consistently over its window is visible as a bottleneck, and an approval left waiting for days is a named reason on the risk score.
Questions that keep coming up
- Does the window lock the card?
- No. It is a default and a measurement. Approval reminders chase the window; work stages are not locked in place by it.
- Who sets the hours?
- The pack ships defaults. Stages, owners and windows are data on the project's workflow and can be changed.
- Which plan sees the aggregate SLA view?
- Stage intervals are recorded on every plan. The bottlenecks analytics view is part of analytics, from the Professional plan at $99 per month.