Service Level Agreements

Service Level Agreements

A service level agreement (SLA) is an official commitment between a service provider and the customer. In ServiceDesk Plus, you can set up SLAs exclusively for incident/service requests. You can also configure escalation rules to notify technicians when a request is unattended or unresolved within a specified time frame.
Info
Incident SLAs are customer-specific while service SLAs are not customer-specific. 
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In service SLAs, you can configure customer-specific SLAs using the Customer field under Conditions > Apply conditions based on criteria.
 
Role Required: SDADmin or HelpDeskConfig

Configure SLA

  1. Go to Setup > Automation > Service Level Agreements.
  2. Use the module drop-down to navigate to the relevant module.
  3. In the Filter by Site drop-down, select the site where the SLA is applicable..
  4. Click New SLA.

 
Step 1: Provide SLA Details
Field Name
Description
Name
Provide an appropriate name for the SLA. This is a mandatory field.
Site
The site is auto-applied.
Description
Briefly describe the SLA usage and escalation actions.
 
Step 2: Specify Conditions
Field
Description
When a request arrives
Apply conditions based on criteria - Define the criteria to apply the SLA.
  1. Select column, criteria, and the value.
    1. In the Column drop-down, you can select sub-fields by clicking > beside the field name.
  2. Click to add multiple criteria using AND/OR operators.
  3. Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.
Info
You can configure up to 50 criteria in a SLA. 

Apply condition - Apply SLA to all incoming requests.
Any request matching above conditions should be
Select the SLA duration by which the request must be responded and resolved.
Should be resolved irrespective of operational hours
You can choose to apply the SLA outside the operational hours and during weekends/holidays.
 
Step 3: Configure Escalation
Choose the actions to be performed as escalations when the SLA exceeds the configured time.
Field
Description
If response time has elapsed
Choose if you want to escalate the request if the first response time limit is exceeded.
  1. By default, Escalate After. To escalate a request before the SLA is violated, select Escalate Before.
  2. Set the time of escalation.
  3. Select the organization roles and technicians to notify.
  4. Select the action to be applied. You can send custom notifications or update fields in the request.

If resolution time has elapsed

Choose if you want to escalate the request if the resolution time limit is exceeded. You can configure up to 4 levels of escalation.
  1. By default, Escalate After is selected. To escalate a request before the SLA is violated, select Escalate Before.
  2. Set the time of escalation.
  3. Select the organization roles and technicians to notify.
  4. Select the action to be applied. You can send custom notifications or update fields in the request.
 
Click Save.


Info
Notifications created within workflows, that are created under the All Customers filter, will be generated for the MSP Base Site.


List View Operations 

After SLAs are created, they are listed on the list view page where you can perform the following actions:
  1. Preview SLA: Click SLA row to expand and preview the details.
  2. Edit SLA: Click > Edit beside the SLA.
  3. Enable/Disable SLA: Click > Enable/Disable beside the required SLA. You can also use the toggle option under Status column.
  4. Associate Template: Click > Associate Template beside the SLA to associate the SLA to specific service request templates. This option is available only  for service SLAs.
  5. Dissociate Templates: Click > Dissociate Template beside the SLA to remove template associations. This option is available only  for service SLAs.
Info
Learn more about SLA associations with service request templates. 
  1. Delete SLA: Click > Delete beside the required SLA. You can also bulk-delete by selecting the SLAs and clicking Delete on the toolbar.
  2. Search SLAs: Use the icon to search through SLA columns.
  3. Decide list view layout: Click the icon to limit the number of SLAs listed.
 

Organize SLA 

Decide the order in which the SLA is applied on incoming requests.
  1. Click Organize SLA on the toolbar.
  2. Select an SLA and use the buttons to sort the order.
  3. Click Save.
Info
Organize SLA is available only when Use condition based SLAs or Use both user selected and condition based SLAs option is configured in Advanced Portal Settings. 

 

SLA-Based Mail Escalations 

By default, SLA based mail escalations are enabled. If you wish to disable the escalation, click Disable all SLA based mail escalations button on the toolbar.

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