A Service-Level Agreement is a commitment between your support team and clients. This commitment determines during which the client receives a first response & resolution based off the impact.
Designed to create a culture of high level service, a SLA will not only help prioritise customer expectations, but also formalise the duties and rights of each party.
It's suggested you create a calendar with your respective business hours before creating a SLA.
Click Here for more information on calendars.
Create a SLA Policy
Firstly, navigate to Admin > PSA Options > SLA Policies
Select Add SLA Policy
You'll be presented with the following page. Enter the details of your SLA.
- SLA Plan Name
- Calendar: The calendar you wish to apply this policy to
- Description: A brief description of the policy
- Notes: Any further notes deemed important
Proceed by clicking Save
Once saved, you'll have the ability to create additional impacts. Select Add New Impact
You'll be presented with the following page. Enter the details of your Impact.
Impact Name
First Response: Specify First Response time (Minutes)
Closed Ticket: Specify Closed Ticket time (Minutes)
Proceed by clicking Save
Impacts should be judged and designed with consideration to the SLA's other impacts.
For example, this guide creates a 'Moderate' impact, therefore the 'Moderate - closed ticket time' should ideally be no greater than 'Minor - closed ticket time'.