Defining SLAs helps you standardize the performance of your service desk. It also helps you set clear expectations with your clients on when to expect a first response or resolution to their issues. This section will help you define SLA policies for your MSP, and configure what happens when SLAs are breached.

To create an SLA Policy:

  1. Navigate to Settings > Service Level Agreements > SLA Policies. Click ‘Create’.

2. On the SLA Policy create page, Name and describe your SLA policy and add a description.


3. Choose if you want this SLA policy to ‘Apply for all clients’ or to ‘Specific clients’

4. Define the conditions for which the SLA policy applies. You could choose conditions across:

  • Requester fields

  • Client fields

  • Technician fields

  • Technician groups

  • Ticket fields


5. Configure the target and escalation times for ‘First response’ and ‘Resolution' and when it should be executed (Business hours or Calendar hours).

📝 Note:
First response and resolution times are assigned based on the Priority matrix.

6. As a final step, choose who should the ticket be:

  • Escalated to if the SLA is breached

  • Assigned to if the SLA is breached

7. Click ‘Done’


The priority matrix takes precedence over event triggers while setting priority for a ticket.

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