Communication SLA Windows
A communication SLA window is the amount of time your organization gives itself to respond to something before TrueGrade flags it as overdue. Setting these windows lets TrueGrade track responsiveness automatically instead of relying on someone to remember who is waiting on a reply.
SLA windows are configured under Settings → SLA Windows. Only Admin and Platform Admin roles can change them, and they apply organization-wide.
What SLA Windows Cover
You can set a target response time for each type of inbound request:
| Request type | Typical window |
|---|---|
| Subcontractor messages and inquiries | 1 business day |
| RFIs (requests for information) | 2 business days |
| Verification requests (compliance documents to review) | 1 business day |
| Owner / client communications | Same business day |
These are examples — set the windows that match the commitments you make to your clients and subcontractors.
Business Hours vs. Calendar Hours
SLA windows are measured in business hours using your organization’s working days and time zone, so a request that arrives Friday afternoon is not counted as overdue over the weekend. Set your working days and time zone in Organization Settings first — the SLA clock uses them.
What Happens When a Window Is Missed
When an item passes its SLA window without a response, TrueGrade:
- Marks the item Overdue in the relevant queue
- Can send an alert to the assigned owner and their manager (configure this in Alert Cadence)
- Counts the miss toward your responsiveness metrics
SLA windows are targets, not hard limits — nothing is blocked when a window is missed. They exist to make slow responses visible so nothing quietly falls through the cracks.
Getting Started
- Open Settings → SLA Windows
- Confirm your working days and time zone are correct
- Set a target window for each request type
- Save — the new windows apply to items received from that point forward