Manage your Services Level Agreement

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Managing your Services Level Agreement

Before beggining

Your Services level agreement (SLA) are the egagement you signed and agreed with your customers.

The SLA are defined by some Services level target.

For example: You've signed a support contract indicating that you'll answer to his request in less than 6hours and fix his computer in less than 24h. This is your targets.

In this case you've a SLA with this customer.

This SLA indicate you've two target:

- The TTO (Time to own the ticket): You've 6hours to answer to your customer's request.

- The TTR (Time to resolved the ticket). You've 24hours to fix his computer. Some customers have a specifics SLA per customers, some have the same SLA for all their customers base on the services provided.

How to do it

In the Service management module begin with the creation of a SLA. Ex: Standard Helpdesk SLA

In the service management module create your SLT, you can define a priority, a request type (is it a request or an incident?), choose your metric(TTO or TTR) and then indicate the value of the SLA and it's unit.


name: Fix computer,

priority: high,

request type: Incident,

metric: TTR,

Value: 24,

Unit: hours. 

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