Creating an SLA Template #
Steps #
- Go to Services > SLA Templates.
- Click Add New.
- Complete the template form.
- Click Save Template.
SLA Template Form Fields #
| Field | Description |
|---|---|
| Template Name | Display name for the template (for example, “Standard Business Hours SLA”) |
| Response Time | Target time to first acknowledgment, in minutes |
| Resolution Time | Target time to full resolution, in minutes |
| Business Hours Start | Time of day when the business day begins (for example, 08:00) |
| Business Hours End | Time of day when the business day ends (for example, 17:00) |
| Business Days | Which days of the week count as working days (checkboxes for Mon-Sun) |
| 24/7 Mode | Toggle that disables business-hours restrictions entirely |
Common Configuration Examples #
Standard Business Hours (Monday to Friday, 9am to 5pm)
– Response Time: 240 minutes (4 hours)
– Resolution Time: 1440 minutes (24 business hours)
– Business Hours Start: 09:00
– Business Hours End: 17:00
– Business Days: Monday, Tuesday, Wednesday, Thursday, Friday
– 24/7 Mode: Off
Critical Infrastructure SLA (24/7)
– Response Time: 60 minutes (1 hour)
– Resolution Time: 480 minutes (8 hours)
– 24/7 Mode: On
Setting a Default SLA Template #
One SLA template can be designated as the default. When creating a contract without manually selecting an SLA template, the default template is applied automatically.
To set the default:
- Go to Services > Settings > General.
- In the Default SLA Template field, select the template.
- Click Save Settings.