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How do I set my acknowledgment SLA?

Open Settings and set Response Time Targets and Resolution SLAs. The acknowledgment target drives the overdue-acknowledgment alert on each submission, and your public CVD policy states it. Set a target you can meet. 48 hours is a common default and is well inside what the CRA expects.

Key takeaways​

  • The acknowledgment target drives the overdue alert on each submission page.
  • The submissions inbox uses a fixed 48-hour window for its SLA column and its breach banner. Your own target does not change it.
  • Setting your own targets needs the Reporting plan or higher. On the Free plan, the portal uses 48 hours for acknowledgment and 10 business days for triage.
  • Resolution SLAs set a deadline per severity. They need the Enterprise plan.
  • Set a target you can actually meet. A breached acknowledgment is visible evidence of a process that is not working.
Silent walkthrough. Follow the numbered steps below for the full text.

Steps​

  1. Open Settings, then the General tab.
  2. Scroll to Response Time Targets.
  3. Set the Acknowledgment target (hours), for example 48, and the Triage target (business days).
  4. Select Save targets.
  5. On the Enterprise plan, scroll to Resolution SLAs, set your targets per severity, and select Save SLA targets.

Last updated 17 September 2026.