Creating an SLA
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

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

  2. Click “+Create

3. On the Create page, add a name and description to define your SLA policy. Enable to toggle button to make the SLA active.

4. Under SLA configurations, choose 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 they should be executed (Business hours or Calendar hours).

📝 Note:

The 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. Once you are done, click "Save."

You can also view the list of all clients associated with an SLA under the Clients tab, as shown below.

Associating a client with an SLA:

  1. Open the Clients module and choose the client to want to associate with an SLA.

  2. Under the contracts tab, click the +Add or +Associate button to add a new SLA policy or associate with an existing SLA.

3. Select the SLAs you want to link to this client and hit Save.

4. The associated SLAs will be listed under the Contracts tab, as shown below.


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

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