Support and operations teams need targets: resolve within eight hours, respond before the end of the day. In the Atlassian world, SLAs belong to Jira Service Management, a separate product with its own licence. Starlex includes SLA policies in every project.
Targets per priority
Set a resolution target in hours for each priority: say 8 hours for Highest and 5 days for Low. Every change to the targets is recorded in the project's activity log.
React the moment it slips
SLA automation rules fire the moment an issue breaches its target and can reassign it, raise its priority, flag it, label it or add a comment. Combined with webhooks, you can page someone or post to a chat channel.
One tool for dev and ops
Because SLAs live in ordinary projects, an incident can become a bug, move onto the sprint and be fixed without crossing into another product.