Service Level Agreements

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.


Click Save or Save and Add New.

You can configure different sets of actions for all the 4 escalation levels associated with the resolution time.

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.

If you delete an SLA while it is used in requests, the SLA will be disabled and greyed out. To activate the SLA, click the SLA name and deselect SLA not for further usage.

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.

Fill in the required information by using the pointers in the table:



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.


Add a short description, if needed.

  • To add different OLA timers for different groups, click .

  • Click Save or Save and Add New.


For multiple groups added to a single stage, the OLA Timer is applied individually to each group. For every SLA, you can configure a maximum of 5 OLA.

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