berkly

Guide · Jira Cloud

Track Jira SLA deadlines without Jira Service Management

Time-to-triage, time-to-resolution, and cycle time should show on ordinary Jira Software work items — with working-hours calendars that pause overnight and weekends — not only on a JSM queue your software teams do not use.

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01 — The gap

Why Software teams still miss response clocks

Jira Service Management has first-class SLAs. Many delivery teams run on Jira Software only — bugs, incidents, and customer-facing work still need “respond in 4 business hours” and “resolve in 2 business days.” Spreadsheets and chat reminders fail when the clock should pause Friday evening and resume Monday morning.

02 — What buyers usually want

Clocks, calendars, and attainment on Software projects

  1. SLA clocks on the work item — breached, at-risk, or on-time without opening a separate tool.
  2. Working-hours calendars that pause outside business hours so overnight and weekends do not fake a breach.
  3. Project attainment — breached now, at risk, on-time %, completed — filterable by SLA, assignee, and priority.
  4. No JSM required — measure ordinary Jira Software projects (time-to-triage, time-to-resolution, cycle time, time-in-review).
  5. Safe off-switch — turning measurement off stops clocks without deleting history you still need.

03 — How to put SLAs on Software work

A practical path for Jira Cloud teams

  1. Pick one project and two clocks that matter (e.g. triage + resolution). Do not start with ten SLAs.
  2. Define a working-hours calendar that matches how the team actually works (timezone + lunch if you care).
  3. Turn measurement on for that project, set when “at risk” fires, and check a few open issues.
  4. Review the project report weekly — breached / at risk / on-time — and adjust goals before rolling out further.
  5. Keep JSM for service desks if you have it; use Software SLAs for delivery teams that never open a portal.

04 — Tooling

SLA for Jira Software

SLA for Jira Software is a Forge app for Jira Cloud. Clocks and calendars live in Jira; project reports show breached, at-risk, and on-time. Built for Jira Software — JSM is not required and is not the product target. Intended design: compute on Atlassian Forge, customer data stays in your site / Forge storage — no external egress path.

Marketplace listing: SLA for Jira Software (may still be in Atlassian review — the Marketplace URL is the source of truth). Product docs: /apps/sla-for-jira. Support: info@berkly.nl.

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