Service Level Agreements

SLAs connect services, calendars, and escalation times.

Overview

This page explains how to use Service Level Agreements and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Create and edit an SLA. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

2. Deactivate an SLA. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

3. Select a calendar. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Maintain response, update, and resolution times. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

5. Use service assignments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.