An SLA is configured on a Blueprint State – not on a Transition. When a record enters that state, a timer starts. If the record has not moved out of that state by the configured time limit, the SLA fires its configured actions.
SLA timers can be configured in hours or days, with an option to count only business hours (based on the organisation’s business hours settings). This ensures a 4-hour SLA on a Friday afternoon does not expire over the weekend.
Multiple SLA escalations can be stacked on a single state – for example, a warning at 2 hours, a first escalation at 4 hours, and a critical escalation at 8 hours – with different actions and recipients at each level.
SLA actions support the same types as After Actions: Field Update, Email Notification, Create Task, Webhook, and Custom Function.
Blueprint SLA is process-level time control – it measures how long a record spends in a specific workflow stage. A general SLA in CRM refers to the broader business concept of service level agreements with customers, often tracked at the deal or case level. Blueprint SLA is the technical mechanism that helps enforce those commitments.
Blueprint SLA is a time-based escalation rule attached to a Blueprint State. It defines how long a record may remain in that state before automated actions fire – such as sending a notification to the manager, updating a priority field, or creating an escalation task. It ensures that process stages do not go past their allowed time without intervention.
A Scheduled Workflow Action runs at a fixed time offset from the workflow trigger, regardless of the record’s current state. Blueprint SLA runs based on how long a record has been in a specific Blueprint State – it resets if the record transitions out and back in, and it respects business hours settings.
Yes. When configuring a Blueprint SLA, you can enable the ‘Exclude Non-business Hours’ option. The timer then only counts during the organisation’s configured business hours, preventing SLA violations from accumulating over weekends or holidays.
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