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Questions and answers

• How do SLA timers handle tickets that move between teams with different working hours, holidays, and response targets?

  Asked by SaaS Browser · November 2, 2026

  Answered by Alumanel No from Alumanel · November 2, 2026

  Great question. In Alumanel, SLA timers always follow the team that owns the ticket.

  Each support team has its own working calendar: a timezone, weekly working hours and public holidays. An SLA timer only counts time while the owning support team is open, so nights, weekends and holidays never eat into the target. You can also set response and resolution targets per support team, and per priority or VIP within a team.

  When a ticket moves to another team:
  Time already used is kept. It’s counted in the hours of the team that had the ticket, so no one gets a fresh clock by reassigning it.

  From the moment of the move, the new team’s calendar applies: its timezone, hours and holidays.

  If the new team has its own targets, they apply, minus the time already used. If that time already exceeds the new team’s target, the ticket is flagged as overdue right away.

  Paused tickets stay paused, for example while waiting on the requester. Targets that were already met or breached stay as recorded.

  Escalations and reminders are recalculated for the new team, without repeating ones that were already sent.

  Every move is noted on the ticket’s timeline, showing the new target and how much time had been used.

  Example: a ticket spends 2 working hours with your Oslo team (08:00–16:00 CET) against a 4-hour first-response target. At 14:00 Oslo time it’s moved to your New York team (09:00–17:00 ET), whose target is 3 hours. One hour is left, and it starts counting when New York opens at 09:00 ET, so first response is due at 10:00 ET.

• Service catalog
  Two-level categories, custom request forms, agent-only fields and fulfillment instructions.
• ITIL priority matrix
  Impact × urgency sets P1–P4 priority automatically.
• Working-hours SLA timers
  Response and resolution clocks follow each team's business hours and pause automatically outside them.
• Team-specific SLA policies
  Set different targets per team, region and priority.
• Dedicated database per customer
  Each tenant runs on its own isolated Postgres database, never shared with other customers.

• Built in Europe
  Developed in Norway for IT teams across the Nordics, Benelux and DACH.
• EU data residency
  Keep service data in the EU to simplify GDPR and data-protection requirements.
• Transparent pricing
  Published prices, with no quote requests or mandatory demos.
• Fewer false breaches
  Tickets that arrive after hours no longer trigger alerts or skew your reports.
• Consistent prioritization
  The ITIL matrix removes guesswork and keeps P1s at the top of the queue.
• Data isolation you can prove
  A dedicated database per customer makes security reviews and procurement easier.
• Fair, accurate SLA reporting
  Teams are measured only on hours they're actually working, not nights, weekends or holidays.
• Better tickets from the start
  Structured forms and required fields capture the right information upfront, cutting back-and-forth.

• Service owners
  Design catalog items, request forms and fulfillment steps for their services.
• IT service desk agents
  Work tickets and requests with clear priorities and SLA targets.
• Service desk team leads
  Monitor SLA performance and balance workload across the team.
• IT managers and heads of IT
  Report on service levels with numbers that reflect real working hours.
• Security and compliance teams
  Review data isolation, hosting region and audit records during procurement.
• Managed service providers (MSPs)
  Deliver client support on a platform built around strict data isolation.