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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 a week 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:

  • 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.

  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 (timer runs)

    • Non-SLA (on hold) statuses (timer paused)

  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 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:

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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