SLApulse User Guide¶

This site is the user handbook for SLApulse.

It explains the thinking behind SLApulse, how to configure projects, import source data, operate the SLA ICU workflow, understand SLA state, review issues, and use reports.

How this guide is organized¶

The guide mirrors the main SLApulse app areas:

Section	Read it when
Start	You are new to SLApulse or setting up the first project.
Command Center	You need the shared project-level entry point for readiness, live pressure, and next action.
Operations	You need to read live SLA health, triage at-risk work, or keep critical SLAs under observation.
Analysis	You need issue timelines, explanations, compliance reports, or exports.
Setup	You administer projects, source connections, SLA rules, workspace settings, users, or billing.
Reference	You need definitions or troubleshooting steps.

Start here¶

Use these guides in this order when you are setting up SLApulse for the first time:

Main product areas¶

Area	Use it for
Command Center	See project-level readiness, live pressure, compliance, and the next action for each project.
Operations	Use Health Monitor, Triage Board, and ICU Ward for live SLA work.
Analysis	Use Issues and Reports for timelines, explanations, compliance, and exports.
Setup	Use Projects, workspace Settings, Users, and Billing for admin-controlled configuration.

Roles¶

Your tenant role controls which areas are visible.

Role	App access	Typical focus
Member	Command Center, Operations, Analysis, Profile	Watch SLA health, triage work, inspect issues, and review reports.
Admin	Everything a Member can use, plus Setup pages such as Projects, Settings, Users, and Billing	Configure projects and sources, manage SLA rules, administer users, and keep billing active.

If a user cannot see Setup pages such as Projects, Settings, Users, or Billing, they are probably a Member. Ask a tenant Admin to make setup or billing changes.

Normal operating flow¶

Use the areas in this order:

Configure projects, source connections, workflow mapping, users, and billing in the Setup area.
Verify project readiness and next action in Command Center.
Run daily SLA monitoring in Operations.
Investigate individual issues and export evidence in Analysis.

Key concepts¶

SLApulse does not replace the source system where issues are managed. It listens to source issue history and maps status movement into SLA meaning:

Start begins SLA tracking.
Pause stops counting SLA time while an issue is waiting.
Stop Response records first response for duration-based policies.
Stop Resolution records resolution for duration-based policies.
Terminal marks the issue as finished.

Deadline-based policies use one deadline target instead of separate response and resolution phases.

For a fuller explanation, read Concepts.

ICU operating model¶

SLApulse uses an ICU-style operating model for current SLA work:

Command Center admits projects into the operational picture and shows readiness.
Operations reads vital signs, groups work by urgency, and keeps critical cases visible.
Analysis provides the detailed chart and historical evidence.
The Setup area controls the configuration that makes the ICU signal reliable.

The ICU model does not change SLA math. It changes how current risk is surfaced so teams can act before a breach becomes the only thing left to explain.

Example setup path¶

Imagine a support team has Jira statuses like this:

New -> Selected for Development -> In Progress -> Waiting for Customer -> Ready for Test -> Done

A common first mapping could be:

Source status	SLApulse meaning
New	Start
In Progress	Stop Response
Waiting for Customer	Pause
Ready for Test	Stop Resolution
Done	Terminal

After import, the team should inspect a few real issues before trusting reports. If an issue starts with Done and no earlier Start was observed, it should be excluded. That is expected: SLApulse only counts issues where it saw a reliable SLA start.

When to use troubleshooting¶

Use Common user problems and Troubleshooting when an issue is missing from reports, appears excluded, imports show unexpected progress, or the lifecycle timeline does not match your expectation.