SLA (Service Level Agreement)¶

Use SLA (Service Level Agreement) to define escalation rules and response timelines for ticket handling.

Create an SLA: 1. In the left sidebar, go to Settings & Config > Process Management > SLA (Service Level Agreement). 2. Click Create SLA. 3. Step 1 (Set SLA Basic): enter SLA Name and Description, then set bypass hours (Non-Operational Hours/Weekends/Holidays) if required. Create SLA - basic 4. Step 2 (Set Trigger): choose OR/AND logic, select Trigger Category and Set Trigger, then click Add Trigger. Create SLA - trigger and escalation 5. Step 3 (Set Escalation): select L0 Approver(s), set Assign Ticket Within and Resolve Ticket Within timelines, then click Create SLA. Create SLA - set approver and create

View SLA details: 1. Open an SLA from the list. 2. Review bypass hours, triggers, and escalation timelines.

Edit an SLA: 1. Open the SLA and click Edit SLA. 2. Update triggers or escalation timelines. 3. Click Update/Save.

Delete an SLA: 1. Open the SLA and click Delete SLA. 2. Confirm Delete Permanently.