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Understanding SLA and non-SLA case statuses

Information on how you can configure an on-hold case status to pause the SLA timer

R
Written by Raymond Carrel
Updated over 3 weeks ago

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 to mark certain statuses as Non-SLA, what that means for case timing, and how to decide which statuses are best suited for it.


🔹 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 divides case statuses into two main groups:

🟩Open Case Statuses:

These are active and still in progress:

  • New

  • Open

  • In Progress

  • Waiting on Customer

  • Waiting on Internal

  • Waiting on Supplier

🟥Completed Case Statuses:

These are final and closed:

  • Completed

  • Duplicate

  • Incomplete

  • 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.

  1. Go to Settings

  2. Navigate to the Case On Hold Statuses area

  3. Use the interface to group your statuses into:

    • SLA-impacting statuses

    • Non-SLA (on hold) statuses

  4. 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’s 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

🔗 Want to see how this fits with case sub-statuses? Check out: How Do I Manage Case Sub-Statuses?

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!

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