TeamSupport has the ability to define various levels of SLAs and assign these to Customers, Products, or both (Customer/Product associations). A Service Level Agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider. This can be a legally binding formal or informal “contract”. The SLA records a common understanding about services, priorities, responsibilities, guarantees, and warranties. The SLA may specify the levels of availability, serviceability, performance, operation, or other attributes of the service.
Another way of thinking of an SLA is a warning system to make sure that tickets are dealt with in a timely manner and none are forgotten or go “stale”.
- Pausing SLA based on status: A very power feature in SLA is the ability to “pause” the SLA timer based on the current status of the ticket. For example, you may not want to include time spent where you are waiting for a response from a customer. In this example, you may have a status called “Pending Customer Reply” which has the Pause SLA box checked in your Admin settings. Any of your status can be setup to pause your SLAs. When a status is changed again, the SLA will pickup timing where it left off.
- Ticket Automation: You can use SLA status as a condition in Ticket Automation. This can be used as an extension of the notifications that are standard in SLA.
- Reporting: SLA is also available to report against in our Reporting section. Two “secondary tables” are available: SLA Status Paused Times and SLA Violation History under the Tickets “primary table”.
- New SLA: Click this button to add a new Service Level. This Service Level will appear in the “Service Level Agreement” drop down menu below and will be available to assign to Customers/Products. Typically you will define these levels (think “Gold”, “Silver”, “Bronze”, etc) to define the maximum amount of time that can pass before being in violation of the contracted SLA. There is not a limit to how many SLA’s you create in your system. A use case might be that your most important Customer has their own specific SLA that is created and assigned just for them.
- Edit SLA: If you would like to change the name of your SLA, make a selection from the “Service Level Agreement” menu below and click this button. This change will be made on any existing Customer and ticket that is associated to the SLA.
- Delete SLA: If you would like to delete an SLA from the “Service Level Agreement” menu below, you can click this button. You will receive a confirmation page before you delete. This deletion is permanent and cannot be recovered. If you delete an SLA, it will be removed from all Customer and Ticket associations.
- Clone SLA: The Clone SLA button allows you to make a copy of your SLA and all of it’s triggers. The new SLA will initially be named with (Clone) appended, but you may rename the SLA at any time.
- Add Trigger: The Add Trigger button is used to create an SLA trigger based on your SLA and Ticket Type selections.
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