Service level agreements (SLA) Last updated: Aug 16, 2026

Vertask allows you to set service level agreements (SLA) on tasks based on priority.

To configure SLA, you first need to create an Audience. An audience would be something like a company name, a group or team name, or something to identify with whom the SLA info is associated.

In the workspace, navigate to Settings > Audiences (SLA).

Click New on the top right, and enter the name of the audience. Make sure the status next to your new audience is set to Enabled.

Next, using the options next to the audience you created, configure the SLA for each priority and save.

You can also configure Settings > Business Hours (SLA) to control the working hours your SLA countdowns respect.

Now, when you create a task, simply add an audience and set the priority for the task/ticket. The due date will automatically be selected based on the predefined SLA. Changing the priority of the task at a later date automatically updates the due date until the task is resolved.