SLA Policies

Service-Level Agreement Policies are rules that defines how long should your staff members first respond and how long should a incident come into resolution.

Creating an SLA Policy

To create an SLA policy, follow the steps below:

1

Go to the SLA Policies tab

You can go there by going to Site Settings then select SLA Policies from the sidebar.

2

Create a Policy

Click the Create Policy button to create a policy. Under New SLA Policy, define the name, which incident categories is it enabled to, your first response/resolution/escalation targets.

Once created, all incidents that has an SLA Policy enabled for their category will see a timer on the right-side of the incident dashboard.