Sla
Browse 6 articles tagged SLA across approvals, auditability, plugins, and controlled AI operations.
Read a Staff Member’s Workload and SLA History
Separate a staff member’s current open work from recorded ticket history, then inspect the SLA outcomes behind the totals.
Read article →Why SLA Reports Need the Policy That Applied at the Time
Snapshot the SLA policy on each ticket so later reports explain performance against the commitment that actually applied.
How Tag-Specific SLA Policies Apply Different Commitments to Different Work
Use ticket tags to apply separate response targets, resolution targets, and working hours to each class of work, without splitting the queue.
Latch Release: SLA Policies That Follow the Work
Apply complete SLA policies by ticket tag, including objectives, priority targets, working hours, reporting, and policy history.
SLA Working Hours: Make the Clock Follow Your Support Schedule
Configure SLA working hours to pause response and resolution clocks outside your support schedule, with time zone and priority targets.
What Is New in Latch: April and May 2026
A customer-facing product update on recent Latch improvements across ticket queues, SLA visibility, ticket filtering, governed API access, and operational ti...
Start with one workflow
Follow a request through triage, review, and a plugin action. See the record that each step leaves behind.