Assigning SLA Templates to Contracts #

SLA templates are assigned at the contract level. All requests linked to a contract share the same SLA template.

Assigning During Contract Creation #

When creating a contract manually:

1. Go to Services > Contracts > Add New.
2. In the SLA Template field, select the appropriate template from the dropdown.
3. Complete the rest of the contract form and click Save Contract.

Assigning via WooCommerce Product #

When using the service_contract WooCommerce product type, the SLA template can be pre-configured on the product:

1. Edit the product in Products.
2. In the Product Data panel, click the Service Contract tab.
3. Set the SLA Template field.
4. Save the product.

Contracts created from this product will automatically use the assigned SLA template.

Changing the SLA Template on an Existing Contract #

1. Go to Services > Contracts.
2. Open the contract you want to update.
3. Change the SLA Template field.
4. Click Save Contract.

Changing the template on an existing contract does not retroactively recalculate timers on already-created requests. New requests created after the change will use the updated template.

The Default SLA Template Fallback #

If no SLA template is selected when creating a contract, the system uses the default SLA template configured in Settings > General. If no default is set, contracts are created without an SLA template and requests under them will not have SLA timers.