SLAs

Admin > Service Desk > SLAs

The SLAs page maintains a list of service level agreements. A service level agreement (SLA) is an agreement between a service provider and the customer that defines the level of service expected from the service provider. It defines the response time, escalations and potentially, resolution times per incident in a contract format between you and your customer. The SLA specifies, in measurable terms, how your company responds to the client’s needs and service requests. SLAs are critical towards formalizing expectations around services with end users and customers. Without these, customer expectations will assume that everything will be delivered and available at a 100% level all the time. These SLAs can be individualized for each client based upon your contract agreement with them.

Tickets

• A Default SLA is set for all tickets using the Admin > My Company > Company Settings > Service Desk tab.
• Email parsers calculate the SLA Time to Resolution when a new ticket is added.
• The SLA Time to Resolution is paused whenever a ticket is in the waiting for customer status.
• For tickets assigned an SLA, when editing a ticket you will see a link next to an SLA Status field on the Ticket View tab. Click this link to see the estimated and actual times specified for resolving the ticket by the SLA.

Workflows

Workflows contain several SLA options that affect how tickets are processed.

Triggers

• SLA First Response Due In - Specifies when a SLA first response is due and sends an alert, in hours or minutes.
• SLA Resolution Due In - Specifies when a SLA resolution is due and sends an alert, in hours or minutes.
• SLA Resolution Overdue By - Specifies when a SLA resolution is past due and sends an alert, in hours or minutes.

Conditions

• SLA - A ticket is assigned/not assigned to one or more selected SLAs.

Update

• SLA - Assigns a ticket to a specified SLA.

Contracts

• Contracts can also be assigned to SLAs. A contract associated with an SLA overrides the Default SLA when the ticket is linked to the contract.

Creating SLAs

1. Select the Admin > Service Desk > SLAs page.
2. Click New.
3. Enter the following fields in the Service Level Agreement Information section.
   • SLA Name
   • Description
   • Business Hours Of: - Select one of your company's locations. Each location specifies the hours it is available to be contacted by customers.
   • Status - Active or InActive
4. Click Save.

   

5. Click the new SLA row you just created to open it again.
6. Click Add and enter the following fields in the SLA Objectives section.
   • Priority
   • Issue Type
   • Issue Sub Type
   • Timeframe - The timeframe specifies how SLA response times are calculated:
     • All (24x7) - Using all 24 hours, seven days a week.
     • Business Hours - Using the business hours defined for this location. For example, a location defines business hours as 8:00 a.m to 5:00 p.m., Monday through Friday. You have a 4 hour SLA for an incident and the ticket comes in at 3:00 p.m. on Monday. Based on these hours of operation, you have until 10:00 a.m. on Tuesday to respond.
     • Extended - Using business hours and the hours beyond the normal end of the same workday for this location. Excludes weekends and holidays. For example, a location defines business hours as 8:00 a.m to 5:00 p.m., Monday through Friday. You have an 8 hour SLA for an incident and the ticket comes in at 3:00 p.m. on Monday. Based on these hours of operation, you have until 11:00 p.m. of the same day, Monday, to respond.
   • Resolve Time (in hours)
   • Click Save.
7. Repeat step 6 to add as many SLA Objectives as you require.
8. Click Save.