Victor
Last updated: 6 June 2025
Thena’s SLA engine is designed to be dynamic and responsive. Whenever a ticket’s priority is updated—say from High (4-hour SLA) to Urgent (2-hour SLA)—the SLA is recalculated in real time based on the new priority and the elapsed time.
For instance, if the priority is changed 1 hour after ticket creation, the new SLA countdown doesn’t start from scratch. Instead, the system factors in the time already spent and adjusts the remaining time accordingly. In this example, the recalculated SLA would breach in 1 more hour, not 2.
If the SLA had already breached under the original priority, Thena won’t log a duplicate breach. However, if the new priority demands a stricter response time than what has already passed, and it hasn’t yet breached, it can trigger a new SLA breach based on that stricter window.
This dynamic recalibration ensures fairness while maintaining urgency—helping your team respond smarter, not just faster.
