SLA targets — per-stage business-day targets for requests, assignments, and consultations that feed workload and service-level reporting
Last updated: July 12, 2026 by Steve
SLA Targets
SLA targets set the internal, business-day service standards your office holds itself to at each stage of the work — separate from the statutory deadline on a request. The targets you enter here become the yardstick that AccessPoint's workload and service-level reporting measures actual dwell time against, so you can see where work is running ahead of or behind your own standards.
(screenshot placeholder — capture: the SLA targets panel showing per-stage business-day target inputs for requests, assignments, and consultations)
Where to Find It
Open Settings from the app toolbar and choose SLA targets in the Reports group.
Targets You Can Set
| Area | Target measured in |
|---|---|
| Requests | Business days allowed for each stage of the request lifecycle |
| Assignments | Business days to complete a custodian assignment |
| Consultations | Business days to turn around a consultation |
Business-Day Basis
Targets are counted in business days, so they follow your configured business-day calendars — weekends and statutory holidays are excluded from the count, exactly as statutory due dates are. A change to a calendar therefore shifts how a target is measured.
Where the Targets Show Up
The Workload / service-levels report (in the Reports area) measures dwell time across each stage and compares it to these targets. That is where a target earns its keep — a stage that regularly overruns its target is a signal to rebalance assignments or investigate a bottleneck.
Tips
- Set internal targets tighter than your statutory deadline so the SLA gives you an early-warning buffer rather than reporting misses only after the legal clock has run out.
- Review targets against the workload report periodically — a target that is never met may be unrealistic rather than a performance problem.