Handling Service Level Agreements

HappyFox lets you create and manage Service Level Agreements as part of your support services to help you reach your performance goals. Conditions and objectives can be set for each SLA and linked to individual work schedules, ensuring that SLA timelines are calculated over corresponding working hours.

  1. Login to your account and navigate to Manage >> SLA.This page lists all the Service Level Agreements that have been defined in your help desk system.
  2. To create a new SLA, click on the plus button next to “Add New SLA”.
  3. Give a name and description for the SLA

An SLA primarily consists of an objective, a set of conditions, a goal percentage, the work schedule and the categories where it should it apply.

a) The objective determines the time based conditions to be checked on tickets with regard to ticket status and response level.

b) You can specify additional conditions by choosing from the drop down lists under match all conditions or match any conditions. All the conditions specified under Match All Conditions have to be met, whereas any of the conditions in Match Any Conditions may be met for the SLA to be enforced.

c) “Start SLA evaluation only when all applicable conditions are met”

With this checkbox enabled, SLA target-time/evaluation begins only when both SLA objective and SLA conditions are valid. In other words, when an SLA contains “Match All/Match Any” conditions besides the objective, enabling this checkbox will reset(clear) SLA evaluation every time the conditions (as a whole) evaluate to false. For eg, consider the following example:

Objective: Time taken to reach ticket status “Closed” should be less than 2 days

Conditions: Priority is Critical && Status is Not Closed

 With the above option enabled, SLA evaluation will begin on a ticket only when Priority -- Critical and Status -- Open. After 1 day, if priority is downgraded to Medium, then SLA evaluation stops since the conditions are not met. Now, if the ticket is escalated again to Critical priority, the agent has 2 days from this point of time before SLA breaches.

 If the above option is disabled for a newly created ticket, SLA evaluation begins in context of the objective alone i.e., the user has 2 days since ticket creation to close the ticket else the SLA would breach if the ticket remains open for more than 2 days. Here, the conditions serve the purpose of controlling whether the breach can occur or not. In other words, once 2 days have elapsed, for the SLA to breach, conditions need to evaluate to true. Else the SLA will not breach.

d) The goal is the percentage of tickets in your instance that should adhere to the SLA.

e) You can relate the SLA to the relevant work schedule by choosing from the Work Schedule drop down box.

f) Exclude statuses: As an optional requirement, you may choose to select the statuses in which you would not like the SLA to be applied.

g) The SLA would need to be associated to the relevant categories, where you require them to apply.

g) To receive a notification when the particular SLA has breached in a ticket, click the check box under SLA notifications.

This feature is available only on Fantastic and Enterprise plans.

Clicking the above check box will then bring up the SLA Notification template editor, where you may then specify to whom this email should be sent and what the subject and body content of the email should be.

You may also add placeholder tags to the email recipients field, the subject line or the main content, by clicking Insert Tag and choosing the relevant tags. SLA specific data such as SLA name or number of breaches can be used in the template using these tags.

With this SLA Notification option enabled, each time the particular SLA in a ticket has breached, an email will immediately be sent to the specified recipients.

After the SLA has been saved, it can be edited or deleted by hovering over the SLA name and clicking Edit or Delete.

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  • 14-Sep-2017
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