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 About Service Level Agreements Export knowledge base Export     SubscribeSubscribe      Show article info

A Service Level Agreement (SLA) is a contract between the help desk/service desk and its customers.

 

An SLA is built up by one or more SLA Targets. The SLA Targets defines what is promissed between the Help Desk/Service Desk and the customer.

 

Typical SLA Targets can look like this:

 

  • Response 8h (The support agent should respond to the client within 8 hours)
  • Resolution 24h (The issue should be completed within 24 hours)

 

The hours that the SLAs are calculated on are the hours specified in the work schedule that is defined for the SLA Target.

 

A common scenario is to have different SLAs for your customers, e.g. Gold, Silver, Bronze, with different Response and Resolve times, for example:

 

Knowledge Base Images/SLA/slas-settings.png

Tie SLA to a specific customer

To tie up the SLA to a specific client, you need to create a contract for that client. You can there connect a Product to an SLA.
It is also possible to have an SLA that is not tied to a product. You specify this by not selecting a product in the contract. The SLA will now be valid for all products, except for the products that have specific SLA.
   

 

Enable SLA for a project

Even though the contract is created, only the projects that the SLA Target is activated for will be used for SLA management.

 

To enable SLA's for a project you must include the issue following issue fields in your issue field configuration:

  • 'SLA'
  • 'Next breach'  

 

Also make sure that you have

  • Selected your projects in the "Escalation-tab" for the SLA Targets (see below)
  • Have one "default" SLA (checkbox on the SLA)

 

 

The SLA Target is activated for the project 5.0

 

Knowledge Base Images/SLA/edit-slatarget-escalations.png

 

 

What decides which SLA that should be used?

 

When a new issue is created VisionProject will check if an SLA should  be associated with the issue in the following order.

 

  1. If a Product is specified when creating the issue, check if the  reporter's company has a Contract that matches the Product and in that  case check if the Contract has a SLA. If that is the case, associate the  SLA and the SLA Targets with the issue.
  2. No Product is specified, check if the reporter's company has a  Contract that doesn't have a Product specified and in that case check if  the Contract has a SLA. If that is the case, associate the SLA and the  SLA Targets with the issue.
  3. If no Contract/SLA has been found in 1. or 2., check if a default  SLA has been specified. If that is the case, associate the default SLA  with the issue.

 

SLA and issues

When SLA is activated for a project, the issues in that project will have an issue field named: 'SLA' (per default). You can also have a field named: 'Next breach'. You can of course include these fields in your "Column view":

 

Knowledge Base Images/SLA/sla-issues-tab.png

 

and also export and filter on these fields.

 

 

A section (tab) named SLAs is also available on the issue:

 

Knowledge Base Images/SLA/sla-issues.png


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