New SLA

Use this form to create a new SLA.

Options:

• SLA name – please enter SLA name, e.g. Gold, Silver, etc.
• Description – enter SLA verbal description. This description is shown to requesters.
• Parameters
  • Operating hours – select the operating hours.
  • Time to first response – enable if you want to set the time within which the solver team must respond to a newly submitted request.
    The response is considered to be the reply to the requester by e-mail (except for automatic notification of the request creation) or registration of the telephone call to the requester.
    • hours from request submission (within working hours) – enter the number of hours.
  • Time to resolve the request – enable if you want to set the maximum time from request submission to its resolution. The Deadline item is then automatically set in the request when it is submitted, according to the value given in the SLA.
    • hours from request submission (within working hours) – enter the number of hours.
  • Pause SLA when waiting for requester – enable if you won't count the eventual waiting for requester time into the request solution time. The request solution due date determined according to the SLA will be automatically shifted when waiting for requester.
    Tip:

    We recommend to regularly check (e.g. once a day or week) the requests with the SLA paused and urge the requesters cooperation after a certain time of waiting for requester. In the Requests window you can create the Waits for requester view with a filter Waiting for requester > 0 for that.
    Note:

    The Waited for requester time is added to the due date only if the resolution due date is set according to the SLA. If the due date is set manually, the Waited for requester time is not added to the due date.
    Note:

    In the Requests window with default order by the Icons column, the requests with the SLA currently being paused are automatically shifted to the end of the table.
  Notification:

  The change of parameters applies retroactively to all already created requests with the given SLA. If you want to apply the change only to newly created requests, first create a new SLA under the new conditions, assign it to the requesters in selected services, and remove the old SLA from requesters. It is advisable to add the validity date to the removed SLAs, e.g. "Z2 – medium (valid until 14.4.2014)".
• Other
  • Contract (number) – enter the identification of a physical contract.
  • Quality index – enter if you want to order SLA by quality. The quality is determined by a number: higher the number, higher the quality.
  • Notes – in case of need enter additional internal notes.

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