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How do I set my acknowledgment SLA?

Open Settings and set Response Time Targets and Resolution SLAs. The acknowledgment target governs the SLA badge on the submissions inbox, and reports past the target are flagged as breached. 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 breach flag on the inbox.
  • A breached acknowledgment is visible evidence of a process that is not working.
  • Set a target you can actually meet.
  • Resolution SLAs track how long a fix takes after acknowledgment.
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, for example 48 hours.
  4. Scroll to Resolution SLAs and set your resolution targets.
  5. Select Save Changes.

Last updated 17 September 2026.