Managing Service Level Agreements#
Configure an SLA#
An SLA can be configured or edited under Admin > Service Level Agreements. Once a ticket has a service, an SLA can be applied where configured here. A service can be assigned to multiple SLAs. This makes escalations based on queue times obsolete. The SLA is applied to the ticket regardless of the queue. An SLA consists of:
- Name
The name of the SLA.
- Service
The SLAs assigned services.
- Escalation First Response Time
The time in minutes before the first response time is required. Additionally ,you can trigger a notification warning event at a certain percentage of the remaining escalation time.
- Escalation Update Time
The time in minutes before an update to the customer is needed. Additionally, you can trigger a notification warning event at a certain percentage of the remaining escalation time.
- Escalation Solution Time
The time in minutes before the solution is required (this can only be fullfilled by closing . Additionally, you can trigger a notification warning event at a certain percentage of the remaining escalation time.
- Calendar
The working calendar which is used for time calculations.
- Comments
Comments for the administrator.
Note
SLA validation can delete an SLA when just the service is updated via a web service TicketUpdate operation, if the current SLA of the ticket does not contain the service updated by the web service.
Important
If no calendar is set, no calendar is applied by the escalation calculation. This results in a 24*7*365 calendar.