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SLA rules set how quickly incidents must be resolved. When an incident is created, the platform finds the first rule that matches it and stamps a resolution deadline on the incident from that rule. The incident’s SLA standing — on track, at risk, or breached — is measured against that deadline. You manage SLA rules in Settings → SLA Rules.

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How a rule matches

Each rule has:
  • Conditions — which incidents the rule applies to.
  • A resolution target — how long the incident has to be resolved.
  • A priority — its place in the ordered list.
Rules are evaluated top to bottom, and the first match wins. Order matters: put your most specific rules above your general ones, so a broad catch-all does not claim an incident a more specific rule should have handled. You reorder rules with the up and down controls.
SLA rule changes apply to incidents created after the change. Editing or deleting a rule never moves the deadline on an incident that already exists — each incident keeps the deadline it was given when it was created.

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Your network’s rules and the global floor

The SLA Rules screen has two sections:
  • Your network’s rules — the rules you create, edit, reorder, and delete.
  • Global defaults — a read-only floor managed by Nayax Energy Core that applies beneath your network’s rules. You cannot edit these, but you can see them so you know the baseline your own rules sit on top of.
Your network’s rules are evaluated first; the global defaults act as a backstop for incidents your own rules do not match.

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Adding a rule

Open Settings → SLA Rules, add a rule, give it conditions and a resolution target, and place it in the order. New rules are appended to the end of your list — move them up if they should match before existing ones.

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Starting from a suggestion

Rather than build every rule from scratch, you can Add from catalog. Nayax Energy Core curates a set of suggested SLA rules; adopting one pre-fills the rule form with sensible conditions and a target that you can then adjust and save. Nothing is created until you review and save it — a suggestion is a starting point, not an applied rule. Once incidents have deadlines, escalation contacts can be notified when a deadline is breached.