New SLA

Use this form to create a new SLA.

Options:

• SLA name - enter the name of the SLA, e.g. Gold, Silver etc.
• Description - enter a verbal description of the SLA. This description is displayed to requesters.
• Parameters
  • Operating hours - select operating hours.
  • Time until first response - enable if you want to set the time for the resolution team to respond to a newly submitted ticket.
    A response is considered to be a reply to the requester via email (except for an automatic notification of the creation of a ticket or a recording of any event (such as a phone call) that has the requester listed in the To whom field. If the ticket is established on behalf of the requester by the main solver based on a phone call or in-person meeting with the requester (see New Ticket - Method of Ticket item), the first response is satisfied by the mere establishment of the ticket.
    
    • hours from ticket submission (within operating hours) - enter the number of hours.
  • Time to resolve ticket - enable if you want to set the maximum time from ticket submission to resolution. The Deadline item is then automatically set in the ticket as soon as it is submitted, according to the value specified in the SLA.
    • hours from ticket submission (within operating hours) - enter the number of hours.
  • Pause SLA while waiting for requester - enable if you do not want to count the time of any waiting for a requester until the ticket is resolved. The ticket resolution date specified by the SLA will automatically be pushed back while waiting for the requester.
    Tip:

    We recommend checking tickets with a suspended SLA periodically (e.g. 1x/day or week) and requesting the requester's cooperation after a certain period of waiting. In the window Tickets you can create a Pending Requester view with a filter of Pending Requester > 0.
    Note:

    The waiting for requester time is only added to the deadline if the resolution date is set according to the SLA. If the deadline is set manually, the Waiting for Claimant time is not added to the deadline.
    Note:

    In the window Tickets, when sorted by the Icons' column by default, tickets with a currently suspended SLA are automatically pushed to the bottom of the table.
  Caution:

  The parameter change is also applied retroactively to any tickets already created with the given SLA. If you want to apply the change only to newly created tickets, first create a new SLA according to the new conditions, assign it to the Requesters in the selected services, and remove the old SLA from the Requesters. It is advisable to add an expiration date to the name of the removed SLAs, e.g. "Z2 - medium (valid until 14.4.2014)".
• Other
  • Contract (number) - enter the designation of the physical contract.
  • Quality index - enter if you want to rank SLAs by quality. Quality is determined by a number: the higher the number, the higher the quality.
  • Notes - enter additional internal notes if necessary.
  • Other custom filed may be placed here.

Did not find what you were looking for? Ask our technical support team.