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SLAs (Service Level Agreements) are a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. These agreements can be formal or informal.

Web level settings for SLAs applies to all the SLAs. For example: Setting up of business days and business hours will apply for calculation of time for all the SLAs

List Level settings for SLAs are configurable options applied to each SLA that define various attributes of SLA like priority, due date, request status etc.

In the context of ITSM (IT Service Management), SLAs help set and manage the expectations of end users when they raise a request or report an incident. In IT service desks, SLAs are primarily used to define the time it takes for services to be delivered and incidents to be resolved.

SLA feature is now added in Crow Canyon IT helpdesk applications. This article is useful for configuring the SLA feature in standard IT helpdesk applications.