A Service Level Agreement (SLA) dictates the response and issue resolution times your support team is expected to deliver to your user(s). SLAs guarantee that you're providing measured and predictable service, and provide greater visibility when problems arise.

A Service Level Agreement (SLA) dictates the response and issue resolution times your support team is expected to deliver to your customer(s). SLAs guarantee that you're providing measured and predictable service, and provide greater visibility when problems arise.

Note:

• For Atera subscriptions that started before January 1, 2025 see Legacy SLA workflow
• For Atera subscriptions that started after January 1, 2025 see New SLA workflow

Legacy SLA workflow

With the legacy SLA workflow, SLA policies are assigned to Sites, and targets are defined based on ticket impact, so you can monitor your service level performance and meet your goals. The Legacy workflow is available for Atera subscriptions that started before January 1, 2025.

With the legacy SLA workflow, SLA policies are assigned to contracts, and targets are defined based on ticket impact, so you can monitor your service level performance and meet your goals. The Legacy workflow is available for Atera subscriptions that started before January 1, 2025.

Create SLA policy

1.  Go to Admin > Support and ticketing > Service Level Agreements (SLAs).

1.  Go to Admin > Business administration > Service Level Agreements (SLAs).

The Service Level Agreements (SLAs) page appears.

2. Click Add New SLA.

3. Enter the details to create a new SLA:

• SLA Plan Name (required field): The name of the new SLA.
• Business Hours Calendar (required field): The calendar for which the SLA is applicable. Learn more about creating business hours calendars
• Description: Optional description of the SLA.
• Notes: Any notes you'd like to add about the SLA.
• Custom Fields: SLA custom fields added from the Custom fields page will appear here. Learn more
• Impact (required field): Define the terms of the SLA from the targets.

There are two types of impact targets:

• First Response: The time it takes for the first technician response on a ticket.
• Closed Ticket: The time it takes to close / resolve the ticket.

For each target, there are various types of service impacts (No impact, Minor, Major, Site down, Server issue, Crisis). Define how much time the SLA provides for resolving each impact for the relevant target. Enter a the value and select the interval (minutes, hours, days) from the dropdown for each service impact.

Note: At least one service impact must be inputted. 

4.  Click Save.

Edit an SLA policy

1. Go to Admin > Support and ticketing > Service Level Agreements (SLAs).

1. Go to Admin > Business administration > Service Level Agreements (SLAs).

The Service Level Agreements (SLAs) page appears.

2. Click on the SLA to open it, and make any desired changes. Then click Save.

New SLA workflow

With the new SLA workflow, you can define conditions based on sites and technician groups to determine when to apply the policy for each ticket individually, and set targets based on ticket priority. The new SLA workflow is being rolled out gradually, and is available for Atera subscriptions that started after January 1, 2025. 

With the new SLA workflow, you can define conditions based on customers, contracts, and technician groups to determine when to apply the policy for each ticket individually, and set targets based on ticket priority. The new SLA workflow is being rolled out gradually, and is available for Atera subscriptions that started after January 1, 2025.

Tickets are assigned the first SLA policy whose conditions match the ticket. If no conditions match, the ticket won’t be assigned an SLA. Once a policy is assigned, the first response and closure times are set according to the targets defined in that policy, based on the ticket’s priority.

Note: Every time a ticket's group or priority is updated, the SLA policy is reevaluated to ensure that it's conditions always match the ticket.

Note: Every time a ticket's group, contract, or priority is updated, the SLA policy is reevaluated to ensure that it's conditions always match the ticket.

Prerequisites

To create an SLA policy, ensure:

• The associated Business hours calendar is created. Learn more
• The associated technician group is created (optional). Learn more
• The associated contract is created (optional). Learn more

Create SLA policy

1. Go to Admin > Support and ticketing > Service Level Agreements (SLAs).

1. Go to Admin > Business administration > Service Level Agreements (SLAs).

The Service Level Agreements (SLAs) page appears.

2. Click + New policy. 

The New SLA policy page appears.

3. Enter the SLA details:

• • Name: The SLA name.
  • Description: The SLA description. This will appear on the SLA policy list page as the description for this policy.
  • Business Hours Calendar (required field): The calendar for which the SLA is applicable. Learn more about creating business hours calendars

4. Under Conditions, select All tickets for all tickets to be affected by this policy, or select Tickets that meet conditions to set conditions for when this policy will apply.

SLA policies can have 2 types of conditions:

• • Group: If a technician group is assigned to a ticket.
  • Site: If a ticket is from a site.

SLA policies can have 3 types of conditions:

• • Group: If a technician group is assigned to a ticket.
  • Contract: If a contract is assigned to a ticket.
  • Customer: If a ticket is from a customer.

Conditions can be created in 2 ways:

• • Add condition: Add a condition to a set. All conditions in a set must be true for the SLA to apply. 
  • Add 'or' conditions: Add a new set of conditions (where all the conditions inside the set must be true). Only one set of conditions must be true for the SLA to apply.

5. Under Target, set time limits for First response and Closed ticket for each ticket priority level (Critical, High, Medium, Low).

• • First response: The time it takes for the first technician response on a ticket.
  • Close ticket: The time it takes to close / resolve the ticket.

6. Click Create.

Reorder SLA policies

1. Go to Admin > Support and ticketing > Service Level Agreements (SLAs).  

1. Go to Admin > Business administration > Service Level Agreements (SLAs).

2. Click Reorder policies.

3. Drag the policies to display in the order they should apply to tickets. Then click Save.

Edit an SLA policy

1. Go to Admin > Support and ticketing > Service Level Agreements (SLAs).  

1. Go to Admin > Business administration > Service Level Agreements (SLAs).

The Service Level Agreements (SLAs) page appears.

2. Click an SLA policy to open it and make changes. Then click Save.

Note: SLAs for existing tickets will recalculate based on the new SLA policy order.

Delete an SLA policy

1. Go to Admin > Support and ticketing > Service Level Agreements (SLAs).

1. Go to Admin > Business administration > Service Level Agreements (SLAs).

The Service Level Agreements (SLAs) page appears.

2. Hover over a policy and click the ellipsis (). Then click Delete.

Note:

• Deleting an SLA policy will remove it from all Open and Pending tickets, and automatically apply the next matching policy.
• Tickets that don’t apply to a new SLA policy will retain their current targets.