SLAs in Shortcut (Beta)

🔔 This Feature is in development, to sign up for the Beta, fill out this form.

What are SLAs in Shortcut?

An SLA (Service Level Agreement) defines how quickly a team commits to responding to or resolving work (for example, “P0 issues must be triaged within 1 hour”).

With SLA Notifications enabled, Shortcut will:

  • Automatically apply an SLA to qualifying Stories
  • Display a clear time-based indicator on the Story
  • Send a single warning before the SLA breaches
  • Send a breach notification if the SLA is not satisfied
  • Display "resolved" status on the Story once it satisfies the SLA (moved to the set workflow state)

This helps support and product teams maintain response-time commitments for high-priority or customer-impacting work.

How SLAs Work in Shortcut

1. Trigger

An SLA is triggered when a Story meets specific criteria set in .

Once a Story is Created and meets the crieria (i.e. Severity = Sev 0):

  • The SLA countdown begins immediately
  • The Story displays an active SLA indicator on the card and in Kanban/Table view on the Stories page

2. Satisfying the SLA

An SLA is satisfied when the Story moves into the selected workflow state in (for example, Triaged or Done).

When satisfied:

  • The SLA is marked as complete.
  • No breach notification is sent.

Warning (At-Risk Notification) / Breached Notifications

Shortcut will notify the Story owner via email and slack, and notify a slack channel if it is linked in when a Story is at risk and breached the set SLA. Note : Slack capabilities are still in development.
  • Warning is sent when the Story has 50% of total time remaining from creation → SLA breach
  • Breach is sent if the Story is not satisfied (moved to the determined workflow state) within the set time limit of the SLA

💬 This is a new feature! We would love to hear your feedback in our Slack Community or reach out to us support@shortcut.com

Updated

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