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.
Go to Settings
Navigate to the Case On Hold Statuses area
Use the interface to group your statuses into:
SLA-impacting statuses
Non-SLA (on hold) statuses
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!