Use Smart Columns to monitor SLA deadlines, track resolution performance, and automate alerts when service-level commitments are at risk.

Managing Service Level Agreements (SLAs) can be complex—especially when there’s no clear visibility into task deadlines or resolution progress. Without the right systems, teams risk:

• Missing SLA targets
  
• Breaching client commitments
  
• Damaging trust and reputation
  

This can lead to unhappy customers, operational inefficiencies, and loss of business opportunities.

Why This Matters

SLA breaches often happen because there’s no proactive way to track due dates, flag bottlenecks, or alert the right team members when a task is at risk.

The Solution: Smart SLA Status Column

Smart Columns enable real-time SLA management by automatically tracking the status of your items, calculating time to resolution, and notifying teams of any SLA breaches.

You can configure SLAs based on your organization’s policies and apply them to high, medium, or low-priority tasks. This allows your team to focus on what matters while keeping client obligations in check.

Real-Life Use Cases

• IT Helpdesk Management: Track incoming tickets and ensure resolution within SLA-defined timeframes.
  
• Client Success Teams: Trigger escalations if onboarding or issue resolutions fall behind schedule.
  
• Ops & Compliance: Monitor high-priority tasks that impact customer delivery timelines.
  

How to Use Smart Columns to Track SLAs

Step 1: Install Smart SLA Status Column

Click the button below to install the Smart SLA Status Column.
👉 [Add to monday.com]

Step 2: Go to the Desired Board

Navigate to the board where you want to add the Smart SLA Status Column.

Step 3: Add Smart SLA Status Column

Choose the column you want to enhance with SLA tracking:

• Click the three dots (…) at the top right of the column header.
  
• From the dropdown menu, select Column Extensions.
  
• Choose Smart SLA Status Column from the available options.
  

Step 4: Set the Smart SLA Status Column

Now map the column to track the SLA based on your internal criteria.

• Select the status column that represents the task’s state (e.g., In Progress, Completed).
  
• This will allow the column to monitor and calculate SLA timing in real time.
  

Step 5: Configure SLA Tracking

Choose the Status Column

Use the selected status labels (e.g., Open, Paused, Done) to indicate SLA states.

Configure SLA Policies

Assign different SLA rules based on task priority:

• High Priority → 24-hour resolution window
  
• Medium Priority → 72 hours
  
• Low Priority → up to 7 days
  

Each rule maps to your organization’s internal SLA targets.

Auto-Date Creation

Smart Columns auto-calculate due dates and populate them using SLA policy logic.

Resolution Tracking

When a task is marked as completed or closed, the resolution date is auto-recorded.

Time to Resolution

Measure the exact time between task creation and resolution using SLA rules. Time can be shown in hours, minutes, or days.

Notifications for Breaches

Smart Columns will alert the assigned person if an SLA is about to breach. Notifications include task name, deadline, and time remaining.

Status Change Notifications

Enable alerts when a task status changes (e.g., Paused → In Progress) so no breach goes unnoticed.

Step 6: Save Your Settings

Once you’ve customized your SLA logic, click Save to apply changes.

By setting up Smart Columns for SLAs, your team can deliver on time, track performance with confidence, and avoid surprises that put your reputation at risk.