SLA Timers

Configure SLA timers, business hours mode, escalation chains, and snooze options.

What are SLA Timers?

SLA timers let you define how long an approver has to act on a stage before an automatic escalation or reminder is triggered. They are a key tool for ensuring processes do not stall.

Configuring a Timer

  1. Select an approval stage in the Visual Builder.
  2. In the right panel, open the SLA Timer section.
  3. Set the duration (e.g., 2 days) and choose whether it counts calendar days or business days.
  4. Define what happens when the timer expires: send a reminder, escalate to a different approver, or auto-approve/reject.

Business Hours Mode

Enable Business Hours Mode to pause SLA counting outside your workspace’s configured working hours and on public holidays.

Escalation Chains

You can configure multiple escalation tiers. For example: after 1 day, send a reminder to the approver; after 2 days, notify the approver’s manager; after 3 days, auto-escalate to a fallback approver.

Routing and Conditions Document Generation
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