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.
Linking SLA policies to client contracts ensures that every ticket generated under a particular contract adheres to its specific SLA guidelines, facilitating effective ticket management and enhancing client satisfaction.
To create an SLA policy,
Navigate to Settings > Service Level Agreements > SLA policies
Click “+Create”
Creating separate SLA policies for varying client packages or service levels ensures alignment with their specific expectations. For example, you might create an SLA Policy for "Premium" clients offering faster response and resolution times compared to a "Standard" SLA policy.
3. On the Create page, add a name and description to define your SLA policy. Enable to toggle button to make the SLA active.
4. Under SLA configurations, choose 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 they should be executed (Business hours or Calendar hours).
📝 Note:
The 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. Once you are done, click "Save."
You can also view the list of all clients associated with an SLA under the Clients tab, as shown below.
Associating a client with an SLA:
If you manage multiple clients with similar requirements, using contract templates with predefined SLA policies can save time and ensure consistency.
Open the Clients module and choose the client to want to associate with an SLA.
Under the contracts tab, choose the contract type and navigate to Applications section as shown.
click the +Add or +Associate button to add a new SLA policy or associate with an existing SLA.
4. Select the SLAs you want to link to this client and hit Save.
Customize SLAs further for clients with unique needs by creating dedicated contracts with specific SLA configurations. Ensure these special requirements are reflected in both the SLA policy and the associated contract.
5. The associated SLAs will be listed under the Contracts tab, as shown below.
💡SuperTip:
The priority matrix takes precedence over event triggers when setting priority for a ticket.
Troubleshooting Common SLA Issues
Why aren’t SLAs applying to some tickets?
Ensure the correct contract is associated with the ticket.
Verify that the SLA policy is assigned to the client’s contract.
Can I apply different SLAs to the same client?
Yes, you can create multiple contracts for the client, each with a different SLA policy.