Go to SLA configuration menu to create a new SLA timer or edit created brfore.

Click on +Add new to start creation of new SLA config

Select what type of SLA Goal do you want to use for the new SLA config. It can be based on a time limit or on a negotiated date (read more here)

After you can configure other parameters for the new SLA config:

1. Name

2. Project

3. Calendar

4. Start/Pause/Stop conditions

5. SLA Reset

6. Multi-Cycle option

7. SLA time limit settings

At Start/Stop/Pause conditions, you can choose standard and custom issue fields, which are used by your team for each project.

Further, you can add conditions for SLA Reset and select the Multi-Cycle option to get the cumulative sum of all cycles' duration between origin and end statuses. 

At the SLA goals setting menu you can specify SLA goals (time limit or negotiated date) and choose the Automate action for exceeded issues:

• notification

• changing reporter

• changing priority

• changing status

Also, on the left side menu, you can see a list of SLAs and Work schedules, configured before. You can add the new ones, copy or delete them. Read more about how to set Work schedules here.

Read more about the main SLA configuration points:

• Calendars

• SLA conditions

• SLA Reset

• Multi-Cycle Option

• SLA Goals Setting

And about SLA time reporting:

• SLA Time Report

• SLA Time on issue tab

• SLA Chart Views