Creating a Service Level Agreement (SLA) is essential as it forms the foundation for the service between you and your users(s). The SLA is a mutually agreed-upon document that outlines various aspects of the technical support service, including average technician response and resolution times for addressing support issues. It helps establish clear expectations and ensures transparency in terms of the level of service provided to the users.
To set up an SLA in Atera, follow the steps below to create a business hours calendar, create an SLA, and assign the SLA to your site(s).
Creating a Service Level Agreement (SLA) is essential as it forms the foundation for the service contract between you and your customer(s). The SLA is a mutually agreed-upon document that outlines various aspects of the technical support service, including average technician response and resolution times for addressing support issues. It helps establish clear expectations and ensures transparency in terms of the level of service provided to the customers.
To set up an SLA in Atera, follow the steps below to create a business hours calendar, create an SLA and associated contracts for your customer(s).
Create Business Hours
Defining your business hours is key to setting support expectations and is the crucial first step in creating SLAs, which depend on your operating schedule.Learn more about how to Create Business Hours Schedules
Create an SLA
Once your Business Hours are created, you can proceed to create your Service Level Agreement (SLA). An SLA outlines the response and resolution times your support team is responsible for delivering to your users. Learn more about how to Create a Service Level Agreement (SLA)
Once your Business Hours are created, you can proceed to create your Service Level Agreement (SLA). An SLA outlines the response and resolution times your support team is responsible for delivering to your customers. Learn more about how to Create a Service Level Agreement (SLA)
Create contracts
After you have created your Business Hours and SLA, the next step is to create a contract. Contracts can be structured based on various pricing models, such as a retainer/flat fee, hourly rate, block hours, block money, project hourly rate, project one-time fee, or specific services like remote monitoring and online backup. It is also possible to have multiple contracts per customer, each tailored to different types of support or varying support hours.
By offering diverse contract options, you can accommodate different customer needs and preferences, ensuring flexibility in the services you provide. This allows you to establish clear terms and conditions for the support services rendered, fostering a transparent and mutually beneficial relationship with your customers.
Assign SLA to your Site
After you have established your Business Hours and SLA, the next step is to assign the SLA to the desired Site. You can assign the SLA by going to the Overview tab of a site, and selected the SLA under the SLA dropdown.
