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SLA

Within this section, users have the ability to create and manage Service-Level Agreements (SLAs). An SLA outlines the expected response time for different types of customers

 

 

Checking the SLA

The SLA can be accessed through the task interface and will be visually represented as depicted below. The fields are color-coded in green, yellow (indicating a warning period), or red (signifying that the deadline has passed).

Creating an SLA

 

 

In order to establish a new SLA, you will be required to complete the following:

  • Title: A title to identify the SLA by

  • Time: A duration for the SLA

  • Time before warning: A duration for a warning before the SLA runs out, the SLA is displayed in yellow during this time
  • Respect working hours: If checked, the time is only considered during working hours, ie. typically 8 hours per day instead of 24 hours per day
  • Ignore status: Check the task statuses you want the SLA to ignore; when the task is in one of these states the time left is frozen

 

To edit an existing SLA simply click on the name in the list of SLAs.