Service Level Agreement
(“Service Level Agreements” is an optional module. It will be activated if purchased.)
For SLAs, there are four lists:
When to Apply SLA - Allows you to determine when to apply SLA definitions
SLA Actions - Sets up an SLA action that can be automatically triggered from the ticket
SLA Definition – Sets up when response due and due date are and when escalation occurs, as well as what action should occur when these dates/times are exceeded.
SLA Implementation – Sets up the criteria that triggers an SLA Definition will be applied. An SLA Definition is associated with the Implementation. When a newly created ticket meets the criteria on the Implementation, the associated Definition is applied.