Learn how can create and manage your service level agreements or SLAs, to align with your clients on the quality of service provided.
Creating an SLA
Defining SLAs helps you standardize the performance of your service desk. It also helps you set clear expectations with your clients on when to expect a first response or resolution to their issues. This section will help you define SLA policies for your MSP, and configure what happens when SLAs are breached.
To create an SLA Policy:
Navigate to Settings > Service Level Agreements > SLA Policies. Click ‘Create’.
2. On the SLA Policy create page, Name and describe your SLA policy and add a description.
Choose if you want this SLA policy to ‘Apply for all clients’ or to ‘Specific clients’
Define the conditions for which the SLA policy applies. You could choose conditions across:
Requester fields
Client fields
Technician fields
Technician groups
Ticket fields
5. Configure the target and escalation times for ‘First response’ and ‘Resolution' and when it should be executed (Business hours or Calendar hours).
📝 Note:First response and resolution times are assigned based on the Priority matrix.
6. As a final step, choose who should the ticket be:
Escalated to if the SLA is breached
Assigned to if the SLA is breached
7. Click ‘Done’
💡SuperTip: The priority matrix takes precedence over event triggers while setting priority for a ticket.
Default SLA
The Default SLA ensures that every ticket is tracked against service level targets, even when no specific SLA policy conditions are met.
When a ticket does not match any configured SLA policies, the system automatically applies the Default SLA as a fallback. How it works
All SLA policies are evaluated when a ticket is created
If a matching policy is found, that SLA is applied
If no policies match, the Default SLA is applied automatically
The Default SLA is a system-defined policy that is always active and cannot be disabled or deleted. It does not require any conditions or filters, as it is designed to act as a fallback for all unmatched tickets. You can, however, edit the Default SLA to configure response targets, resolution targets, and escalation settings based on your requirements.
Note: If a ticket is created without a priority, the system applies the SLA targets defined for the lowest priority level in the Default SLA. If the priority is updated later, the SLA targets are recalculated accordingly.
Configuring and managing your SLAs
Good service is what keeps customers coming back. The key to good experience is how quickly you can get back to your customer.
With SuperOps you can define how quickly your technicians get back on customer issues. Not just that, you can also define when the SLA timer should start, pause, or stop.
Navigate to Settings > Service Level Agreements > SLA Configurations.
Choose if SLA calculation should occur based on your business hours or the client business hours.
If you choose your business hours, you can define them Settings>>MSP Information>>MSP Business Hours.
If you choose your clients' business hours, you would have to define this either while creating a client in SuperOps or edit an existing client and specify this for each site.
Define when the SLA timer should start or stop under "First response".
You can start the timer at the time of ticket creation or when a custom status is set.
You can stop the timer at the first manual or automated reply.
📝 Note: Sometimes the ‘First response’ is calculated either based on a manual reply by a technician or an automated email being sent to the customer.
4. You can define ‘Resolution timer’ with similar conditions based on your MSP’s or client’s preference.
