What is an SLA?

A Service Level Agreement (SLA) is a promise between you and your customer that you will respond to and/or resolve tickets within a specified time period. Some businesses offer these as standard and some offer them as higher tiered services that they provide for their most valued customers.

The choice is up to you and what suits your business as to whether you create SLAs or not. Sometimes an SLA is simply a guide to tell your clients how long you estimate you will respond to a certain level of ticket. If there are no commercials or penalties attached to a breach of your SLA, then it's a good way to manage customer expectations of your ticket processing timescales.

You can create an SLA that applies to all customers across your system. You can create an SLA that only applies to a particular Inbox. You can create an SLA that only applies to a specific customer, perhaps a most valued partner.

SLAs can be created within your Main Settings hub, found within the main header of all pages within your system.