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> > Service Level Agreements

Service Level Agreements

Ensure timely service with proactive SLAs

Now set independent SLAs and corresponding escalation mechanisms for resolving or responding to a ticket. ServiceDesk Plus allows you to proactively manage SLAs by choosing to notify technicians before or after an SLA violation. You can also ensure timely resolution of tickets with up to four levels of escalation.

Available on
Standard Professional Enterprise

"It is a very simple, out of the box configuration. Our service level attainment is now around 95%."

Christopher Burg
Team Lead of IT Systems Management, ATC
  • SLA Video Tutorial

    ServiceDesk Plus - SLA

  • Define and configure your own SLA

  • Determine your escalation mechanism

  • Define up to four levels of escalation

  • Enable or disable escalations for the SLAs created

Features & Benefits

  • Keep your technician productivity up by defining appropriate SLAs
  • Adhere to well-defined SLAs for increased customer satisfaction
  • Automatically assign SLAs to incidents based on various inbound ticket parameters
  • Handle SLA violations with multi-level escalations
  • Enable or disable escalations for the SLAs you have created
  • Alert your technicians beforehand on potential SLA violations
  • Play around with our dynamic SLA rules and set those that best suit your organization
Help desk software available in 29 different languages and is used by more than 85,000 companies, across 186 countries, to manage their IT help desk and assets.

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Service Level Agreement Hows & Whats ? Learn more >