Set up a Service Level Agreement (SLA)

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.

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.

Create Business Hours

To begin setting up your SLA, it is crucial to define your Business Hours as they form an integral part of the SLA. You can refer to our article "Create Business Hours Calendars (for SLA)" for detailed guidance on establishing your Business Hours.

Create the SLA

Once your Business Hours have been established, you can proceed to create your Service Level Agreement (SLA). For step-by-step instructions on creating your SLA, please consult our article "Create a Service Level Agreement (SLA)" for comprehensive guidance.

Create contracts

After you have established 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.

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. This can be done by simply accessing the Site, and selecting the SLA under SLA.

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.