SLA

SLA (Service Level Agreement) defines the quality under which a service is rendered, especially by using the two due dates: Time until first response and Time taken to resolve the request.

In the ALVAO Admin program you can use the Manage – Service Desk – SLA command to display the list of SLAs in the main window. You can edit this list using the Add, Edit and Delete commands.

If you have defined your SLAs, you can assign them to Services in the respective service settings on the SLA tab; refer to Permissions for more information.

When you are editing an SLA, you can set up the notifications sending rules for sending notifications to requests not being resolved, approaching due date for resolution or request solvers or requesters inactivity, on the Notifications tab.

On the General tab you can also set that the time of Waiting for requester will not be counted into request solution time.

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