Manage your Services Level Agreement

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Managing your Services Level Agreement

Before beggining
 

Services level agreement (SLA) are the engagement you commited to with your customers.

The SLA's are defined by services level targets that you have to reach to meet your commitments (SLTs).

For example: You've signed a support contract indicating that you'll answer to your customer's request in less than 6 hours and fix his computer in less than 24 hours. Those are your targets.

In this case you have an SLA with this customer.

This SLA indicates that you have two targets:

- The TTO (Time to own the ticket): You have 6 hours maximum to answer to your customer's request.

- The TTR (Time to resolve the ticket). You have 24 hours to fix its computer. You can have a specific SLA per customer, or have the same SLA for all your customers depending on the service provided.

How to do it
 

In the "Service management" module begin with the creation of an SLA. For instance, you can create a “Standard Helpdesk SLA”.

In the "Service management" module create your SLT, you can define a priority, a request type (is it a request or an incident?), choose your metric(TTO or TTR) and then indicate the value of the SLA and its unit.

For example, if you want to create an SLA that enforces a 24-hour maximum delay to fix a computer, you will fill the form as follow:

Name: Fix computer,

Priority: high,

Request type: Incident,

Metric: TTR,

Value: 24,

Unit: Hours.