Service Catalog - Service Level Agreement

     

    Service Level Agreement evaluates the efficiency, effectiveness and responsiveness of the help desk team. The services created in the application can be exclusively assigned with specific SLAs thereby setting a due by date for the service requests. Escalation rules can also be set if the request is not attended and resolved within the specified time.  

     

    To access the SLA configuration wizard page,

    1. Click Admin tab in the header pane. The configuration wizard page opens.

    2. Click Service Catalog icon service-catalog-icon under Helpdesk block.

    3. From the Service Catalog configuration wizard page, click Manage drop down and select Service Level Agreements option. The SLA List page appears from where you can add, edit and delete a SLA.

    manage-service-catalog

     

    Adding SLA

    1. Click Add New SLA link. The SLA form has three blocks of information, namely SLA Details, SLA Rules, and Escalations.

    2. The SLA details consist of the SLA name and description.

      1. SLA Name uniquely identifies the SLA. It is a mandatory field.

      2. You can provide a brief explanation of the SLA in the Description field.

    3. SLA Rules is where you need to set the Agreed Upon Time (due by time) for the service request. Enter the agreed upon time in terms of days, hours and minutes. If the service request should be fulfilled irrespective of the working hours and holidays, then enable Should be fulfilled irrespective of the operational hours check box.

    4. Response Time/Resolution Time: You can use this option to set the first response time/resolution time limit for a request. Use the days, hours and minutes fields to fix a time limit within which the first response/resolution should be made for a request.
    5. Escalation: Select an escalation level and an alternative technician to escalate the request, if the first response time/resolution time limit is exceeded. Choose an escalation time limit by setting either the escalate before time/days or escalate after time/days for both the response time and resolution time. 
    6. You can choose to escalate before or after the SLA violation.If you wish to escalate the request before the SLA violation, click Escalate Before option. This informs the technician about the impending of the violation. Specify the number of days before the SLA violation in the text box. You can also specify the time of escalation.

    7. Click Escalate After option to escalate after the violation. Specify the number of days after the SLA violation has occurred in the text box. You can also specify the time of escalation.

    8. Similarly, there are four levels of escalation when the resolution time is violated.

    9. Actions: Actions helps to automatically categorize a request and assign it to a group and a specific technician during escalation.
      For eg, During a escalation you can select the request to be assigned to a group that has the sepcific technicians to supervise the request. Select the group from the group drop down, select the technicians from the technician drop down.

      sla-escalation

      Note
      : In the group drop down, the default support groups will be listed. Similarly in the technicians drop down, technicians who are not associated to any sites will be listed. Since its a requester based operation, escalation will be assigned to the groups that are associated to the requesters site.
      If both the group and technician mentioned are available for the particular site, then it will check for the availability of the technician under the group and the request will be assigned to the technician. If the mentioned group is not available, then the request will be assigned to the mentioned technician.

      New Priority and new Level can be assigned as well.
    10. Click the Save button to save the SLA and return to the list view.

      Click the
      Save and Add New button to save the SLA and add another SLA. Click View List to view the SLA list view page. To return to the Service Catalog configuration wizard page, click Go Back.

     

    Editing SLA

    1. From the Service Category list view page, click edit icon edit-icon beside the SLA name to edit. The edit SLA page opens.

    2. The fields, SLA details, SLA rules and escalations are editable. Modify the necessary details.

    3. Click Save button to save the SLA and return to the list view. Even while editing, you can add a another SLA on clicking Save and Add New instead of the Save button. Clicking on Cancel takes you to the list view.

     

    Deleting SLA

    1. Enable the check box beside the SLA to delete.

    2. Click the Delete button. A dialog box confirming the delete operation appears.

    3. Click OK to proceed with the deletion. If you do not want to delete the SLA, then click Cancel.

    NOTE: If the SLA is greyed instead of getting deleted, then the SLA is being used by a service request. Greying indicates that the SLA will not be available for further usage. To bring the SLA back to usage, click the edit icon edit-icon beside the greyed out SLA and deselect SLA not for further usage check box.

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