A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service. It also provides greater visibility when problems arise.
On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between your internal teams and define a target ownership time for a group. They are also commonly known as Operational Level Agreements (OLAs) and are used in workflows that involve multiple teams solving tickets.
It's possible to create logically overlapping policies, but at any given time a single ticket can only have one SLA policy and one group SLA applied to it. When you have multiple SLA policies that match a ticket, we’ll use the order of the policies to break any ties. To review which policies have been applied to a ticket and in what order, seeViewing which SLA policies have been applied to a ticket.
To make your policies most effective, you should roughly order your policies with the most restrictive policies at the top, and your least restrictive policies at the bottom.
To order your SLA policies
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Service level agreements. - Hover your mouse over the left of the SLA policy name you want to reorder until the grabber is highlighted.
- Click and drag the policy to the new position.
To order your group SLA policies
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Service level agreements.
- SelectGroup SLAs.
- Hover your mouse over the left of the group SLA policy name you want to reorder until the grabber is highlighted.
- Click and drag the policy to the new position.
2 Comments
Hi team,
Related to order your policies with the most restrictive policies at the top, and your least restrictive policies at the bottom.
It means that I have to put first the shortest time brackets firts Or otherwise ??
Hello Fiorella,
As mentioned in this article, the order of your SLA policies determines how they are applied to tickets. It's possible to have overlapping policies which is why you should make your SLA policies more restrictive in order to make sure that the correct policy is always applied. You can configure the SLA policy MEET ALL and MEET any conditions to make the SLA policy more restrictive.
For example, you can use the condition to restrict by ticket group or ticket form.
You can also combine it with a condition using unique ticket field values if multiple policies apply to a specific form/group.
Pleasesign into leave a comment.