Defining SLA plans
Accessible to: Application Administrator
There might be scenarios where the customers are given different SLAs depending upon the time of day and day of week of ticket creation. The resolution times for at ticket created at 3 am is typically different than that created at 10 am.
SLA plans are created as a combination of SLAs which together completely define the various SLAs for a customer.
Default SLA Plan
System comes pre-configured with a default SLA plan which has the default SLA
mapped into it. Additional SLAs can be added to it but the Default SLA cannot
be removed.
- Create new SLA plan using "Add New SLA Plan" button
- Edit an existing SLA plan using the "Edit" button
- Delete a SLA plan using the "Delete" action button
Creating / Editing a SLA Plan
- Provide the SLA plan name and description
- Map the SLAs into this plan from the available list
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