How to add a new SLA policy for customers
To add a new SLA policy for Customers, follow these steps:
On side navigation bar, access the Control Center
Choose the "SLA" option from Service Desk section
Click on the "SLA Policy +" button.
A new screen will appear. Fill in the necessary details for the new SLA policy accurately.
To finalise and implement the new SLA policy, click on the "Save" button.
How to fill in details while adding a new SLA policy.
SLA name: Enter a descriptive name for the SLA.
Description: Provide a brief explanation or summary of the SLA.
Priority: Choose the appropriate priority for the SLA from the available options in the drop-down menu.
First Response: Enter the time required for the first response, considering the selected priority. Toggle the adjacent button to indicate whether the time is in minutes or hours.
Warning Time: Enter the duration for the warning time, depending on the selected priority. Toggle the adjacent button to indicate whether the time is in minutes or hours.
Resolution Time: Specify the time needed for resolution, based on the selected priority. Use the adjacent button to indicate whether the time is in minutes or hours.
Add New+ Button: To include additional sections for different priorities and corresponding times, click on the "+" button located on the right side of each section. This allows you to specify distinct priorities and their respective time parameters.
By following these steps, you can successfully fill in the details while adding a new SLA policy.