A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service. It also provides greater visibility when problems arise.
Conditions for SLA policies are similar to the conditions you use to set up triggers. Like conditions for triggers, they have both All and Any conditions, and the conditions can be based on ticket fields, user fields, or organization fields. However, there are fewer options than in triggers. For example, you can't create a condition based on the ticket’s status or priority, because those pieces of information are already built into the SLA policy model.
A target is the goal within which a particular time-based metric should fall. If, for example, you want all urgent tickets in a given policy to have a first reply time that is less than or equal to 15 minutes, you would set a target of 15 minutes. You can define individual targets for each combination of metric and priority per policy. You can also set hours of operation, whether in Business or Calendar hours, for each priority and policy. The minimum target you can set is one minute.
How to set up an SLA policy
- Click the Admin icon () in the sidebar, then select Business Rules > Service Level Agreements.
- Click Add policy.
- Enter a name in the Policy Name field.
- Optionally, enter a description in the Description field.
- In the Conditions section, select the conditions for this policy. Start typing the condition to autocomplete or select an option from the drop-down menu.
- In the Targets section, enter a time target for each metric and ticket priority. You can enter hours, minutes, or both. Remember that you should use only one of the two resolution time metrics.
- For each priority, select either Calendar hours or Business hours for Hours of operation.
- Click Save.