Set up a Service Level Agreement (SLA) and Contract

It is important to create a Service Level Agreement (SLA) which will provide the basis for the service contract you sign with your customer(s). The SLA is an agreed-upon document that details the average technician response, and resolution times for technical support issues.

To set up a Service Level Agreement (SLA):

1. Set your Business Hours (an indispensable part of the SLA).

2. Create an SLA.

3. Create a contract for the customer.
Contracts can be based upon a retainer/flat fee, an hourly rate, block hours, block money, a project hourly rate, a project one-time fee, as well as on specific services such as remote monitoring, and online backup.
Note: You can have multiple contracts per customer, based on different types of support or different support hours.