Service Level Agreements
A service level agreement (SLA) is a contract or an understanding between a service provider and customer about the services provided and the expected level of service. An SLA defines the timeline of the delivery, besides the quality of the service.
In SupportCenter Plus, you can set up SLAs for requests, so that the service delivery can be adequately tracked and any risks mitigated through escalations and associated actions.
When a request is not responded to or resolved within a preconfigured timeline, you can configure escalation rules to notify support reps and other stakeholders, besides modifying its priority and other attributes.
Role Required: SDAdmin
Go to Admin > Automation > Service Level Agreement.
On this page, all the SLAs configured for requests are displayed. You can add new SLAs and bulk delete them.
This page also tabulates associated SLA information, such as the fulfillment time, response time, and whether OLA is configured.
Click the icon to view each of the business rules in separate windows, where you can edit the rules, if necessary.
Configuring a Service Level Agreement
On SLA home page, click Add New SLA.
The SLA form has three blocks of information:
SLA Details
Enter a unique name for your SLA and provide a brief description.
SLA Rules
Set the first response and the resolution time for requests. You can define if the SLA must be applied on requests irrespective of holidays and weekends.
Escalations
Select an escalation level and choose a support rep to notify, if the first response time/resolution time limit is exceeded.
To escalate a request before the SLA is violated, choose Escalate Before and set the time of escalation.
Click Escalate After to escalate after the violation.
Click Actions to set support rep, group, priority, and level of the request after escalation.
Enter the OLA parameters. Click here to learn more.
Editing Service Level Agreement
Click the SLA Name in the SLA list view.
Modify the necessary details.
Click Save or Save and Add New.
Deleting Service Level Agreement
In the SLA list view, enable the checkbox beside the SLA.
Click the
icon in the header.
Click OK to confirm.
Operational Level Agreement
Operational level agreements (OLA) define how various IT groups within an organization plan to deliver a service. In SupportCenter Plus, you can configure OLAs for every service level agreement (SLA) to decide how the SLA can be achieved by the internal groups working on the request.
In the Add/Edit SLA page, go to the Operational Level Agreements (OLA) block.
Fields | Description |
Group Name | Enter the group/s that will handle requests. You can configure up to 5 support groups for each OLA. |
OLA Time | Set the time within which the selected group/s must resolve the request. |
Description | Add a short description, if needed. |
To add different OLA timers for different groups, click
.
Click Save or Save and Add New.
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