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This is where you set up the SLAs to be used between you and your customers

 

A Service Level Agreement (SLA) is a contract between the help desk/service desk and its customers. Read more about the SLA concept in VisionProject here.

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

 

The list shows the Title and Description of the SLA and what order it has in the list where you choose what SLA to use and also if it is default or not. The default SLA is the one that is used if there is no contract set up between you and the customer. To the right you have a choice to edit or remove the SLA.

On the second row for each SLA, a list of all SLA Targets included for the SLA is shown.

 

To add a new SLA (same dialog when editing) select the link "Add new SLA". Don't forget to create the targets that should be included in the SLA first.

 

This video shows how easy to add an SLA, setting it to be the default SLA and connect an SLA Target.

 

 

You here fill in the fieds in the dialog.

You choose if the SLA should be active or not. Only the active SLAs will be possible to choose for a contract.

Since SLAs are built up of SLA Targets, you choose what SLA Targets you wish to be valid for that SLA.

Press "Save" to save your changes.


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