Service Level Agreement

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Service Level Agreement

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(“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.