Not every delay in resolving a case should count against your team, especially if the holdup is outside your control. That’s where Non-SLA case statuses come in. They let you pause the SLA timer during those “on hold” moments, giving a fairer view of your team's performance. ⏸️
In this article, we’ll look at how:
What SLA and Non-SLA statuses mean
How to mark certain statuses as Non-SLA
What that means for case timing
How to decide which statuses are best suited for it
What Are SLA vs. Non-SLA Statuses?
By default, all case statuses are SLA statuses. This means the SLA timer is running whenever a case is in one of these statuses, until it’s resolved or moved to a Non-SLA status.
If you want to pause the SLA timer (for example, when waiting on a supplier), you can mark certain statuses as Non-SLA.
This distinction helps ensure SLA time is only counted when your team is actively responsible for progress.
When Should I Use Non-SLA Statuses?
Sometimes, case resolution is delayed for reasons your team can’t fix directly. For example:
You're waiting on a third-party supplier
A customer hasn't responded
A required resource isn’t available
🤔 Why it matters: Pausing SLA time during these periods ensures you're only tracking time your team can reasonably control.
✅ Tip: Use clear sub-statuses like Waiting on Supplier or Awaiting Customer Info to keep things transparent for everyone.
What Case Statuses Can Be Marked as Non-SLA?
The Layer organises case statuses into three simple groups based on how they affect your SLA timer:
▶️ Play (Open Case Statuses): These are active and still in progress. By default, the SLA timer counts while a case is in one of these statuses (e.g., New, Open, In Progress).
⏸️ Pause (Non-SLA Statuses): You can mark certain open statuses as Non-SLA to pause the timer. This is perfect for when a case is on hold (e.g., Waiting on Customer or Waiting on Supplier).
⏹️ Stop (Completed Case Statuses): These are final and closed. Since they mark the end of a case, they never affect the SLA timer. Examples include Completed, Duplicate, Incomplete, and Won’t Fix.
❗Caution: Only open case statuses can be set as Non-SLA. Completed statuses are considered closed and don’t affect SLA timers.
How Do I Mark a Case Status as Non-SLA?
Only users with access to Settings can configure Non-SLA statuses.
Go to Settings
Navigate to the Case On Hold Statuses area
Use the interface to group your statuses into:
SLA-impacting statuses (timer runs)
Non-SLA (on hold) statuses (timer paused)
Assign your chosen status (e.g. Waiting on Supplier) to the Non-SLA group
✅ Tip: Keep your Non-SLA group small and specific. It should only include statuses that genuinely pause progress.
What Happens When a Case Enters a Non-SLA Status?
Once a case is assigned a Non-SLA status:
The SLA timer pauses immediately
SLA time resumes once the case is moved back to an SLA-tracked status
🎯 Everyone wins: your team isn’t penalised for delays they can’t control, and your SLA reports stay accurate.
Final Thoughts: Pause with Purpose
Using Non-SLA case statuses helps strike the right balance between accountability and fairness. It’s not about hiding from SLAs - it is about making sure they reflect reality.
Keep it clear by:
Assigning Non-SLA status only where justified
Reviewing these assignments regularly
Using descriptive names that explain the pause
💡 See also:
Working with Advanced SLA Profiles - Learn how to customise SLA timings per customer, site, or asset.
Case Breach Reasons - Capture the reason a case missed its SLA to improve your reporting.
How Do I Manage Case Sub-Statuses? See how Non-SLA statuses fit into your overall status structure.
With smart setup and clear logic, your SLA reporting can stay both accurate and fair.
☺️ Let us know if you'd like help reviewing your current status setup, we’re here to help!