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Getting Started

Start small. Set up one project, check a few real issues, then add more projects when the first one looks right.

SLApulse has four main areas:

Area Use it for
Command Center See which projects are ready and what needs attention.
Operations Watch live SLA health in Health Monitor, Triage Board, and ICU Ward.
Analysis Open issue timelines, reports, and exports.
Setup Set up projects, sources, users, billing, and SLA rules.

Quick paths

Role Start here
Admin Set up one project in Setup, then check it in Command Center.
Member Start in Command Center, then use Operations for live work and Analysis for detail.

If you cannot see Setup pages such as Projects, Settings, Users, or Billing, your role is probably Member. Ask a tenant Admin to make setup changes.

First project checklist

Use this order for the first setup:

  1. Open Projects in Setup.
  2. Create one project.
  3. Add the source connection.
  4. Add credentials and run Test connection.
  5. Import a small date window, such as the last 30 to 90 days.
  6. Map the source statuses that matter for SLA.
  7. Set the SLA goals and business-hours rules.
  8. Check a few known issues in Analysis.
  9. Open Command Center and confirm the project is ready.
  10. Use Operations for daily follow-up.

You do not need to configure every project at once. One clean project is the fastest way to learn how your source data behaves.

Good first setup

Pick a project where you know the workflow and can find a few example issues.

After the first import, choose:

  • one issue that is still open
  • one issue that was resolved on time
  • one issue that was late or unusual
  • one issue that should not count in SLA

Open each issue and check that the lifecycle matches the source system. If the sample looks right, reports and live views will be much easier to trust.

Collect-only mode

Use collect-only when you are not sure which source statuses exist.

Example:

  1. Create the project.
  2. Let webhooks collect real statuses for a few days.
  3. Review the observed statuses.
  4. Map only the statuses with clear SLA meaning.
  5. Switch to live tracking when the project health looks good.

Collect-only is useful during setup. Live tracking is what you use once the project is ready.