Help CenterA Service Level Agreement (SLA) is an agreement that dictates the response and issue resolution times your support team is expected to deliver to your customer(s). Providing support based on an SLA guarantees that you're providing measured and predictable service, and provides greater visibility when problems arise.
You can define SLA service targets so that you and your technicians can monitor your service level performance and meet your service level goals. Atera highlights tickets that fail to meet these targets so that you can promptly identify and address problems.
To create an SLA
1. From Admin, click Service Level Agreements (SLAs).
The Service Level Agreements (SLAs) page appears.
2. Click Add New SLA. The Add SLA page appears.
3. Enter the name of the SLA in the SLA Plan Name field.
4. Select the calendar for which the SLA is applicable from the Business Hours Calendar field (learn more about creating Business Hours Calendars). You can optionally enter a description and notes.
5. Define the terms of the SLA from the Targets.
There are two types of targets:
- First Response
- Closed Ticket
For each target, there are various types of service impacts. You need to define how much time the SLA provides for resolving each impact for the relevant target.
6. Click Save. The new SLA is created and appears in the Service Level Agreements (SLAs) page, where you can view and edit it.
To edit an SLA
1. From Admin, click Service Level Agreements (SLAs).
The Service Level Agreements (SLAs) page appears.
2. Click on the SLA to open it.
3. Make any desired changes. Then click Save.
Alina Anton