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How to Setup a SLA

To set up an SLA
From the Administration main menu, open the Tickets configuration sub-menu and then select SLAs. Choose an existing SLA to edit, we provide a “Standard” one for you to start with, or just start entering details to create a new one.

  • You might wish to name your SLAs according to the level of service e.g. Gold, Silver, Bronze
  • Choose if the SLA should be active during the week, on Saturdays and/or Sundays.  This will affect the countdown of timers and when alerts, warnings and reminders will be sent out.

  • Choose the number of minutes before the SLA is breached that you’d like to receive email notification warnings for 1st Response and Update SLAs

  • Choose the number of minutes before the SLA is breached that you’d like to receive email notification warnings for Resolution SLAs

  • Choose a colour to represent this SLA for easy identification on tickets.

 

SLA

For each priority you have setup you can configure a different set of SLA details:

  • Enter the number of minutes or hours you would like to be bound to for a ticket’s 1st Response, subsequent Updates and Resolution (closure).

  • Choose if the SLA runs for 24 hours a day, or if you’d prefer it to be bound by the working hours set for weekdays and Saturdays/Sundays.

  • Clicking on the Amber/Red icon allows you to configure the length of time before breach that a ticket will shift into the Amber (Warning) status, and Red (Breach Imminent) status.  These statuses appear at the top of the ticket screen, on search results and in the SLA Monitor

 

To Assign an SLA

The Brand, Company and Product maintenance screens allow the allocation of one of the SLA records created from this screen.  When a ticket is created the SLA is assigned according to the Brand/Company/Product that is selected.  If the Brand/Company/Product of the ticket has more than one competing SLA, then the most strict SLA will be assigned to the ticket.