How to add a new SLA policy for customers
To create a new SLA (Service Level Agreement) policy, follow these steps:
Go to the side navigation bar and open 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 short explanation or summary of this SLA.
Priority: Select the priority level from the dropdown (e.g., Low, Medium, High).
First Response Time:
Enter the allowed time for the first response.
Use the toggle next to the field to set time in minutes or hours.
Warning Time:
Enter the time after which a warning should be triggered.
Choose minutes or hours using the toggle.
Resolution Time:
Enter the total time allowed to resolve the issue.
Toggle between minutes or hours.
Add New + Button:
Use this to add separate rows for different priorities.
You can set custom response and resolution times for each priority.
By following these steps, you can successfully fill in the details while adding a new SLA policy.