Service Level Agreements


You can have Service Level Agreements (SLAs) defined for intra-organization service provided by the IT help desk team. These SLAs help evaluating the efficiency, effectiveness, and responsiveness of your help desk team. The SLAs can be defined for each individual, or departments, or workstations in a site. The priority for an incoming request is automatically set if the request is governed by an SLA rule. Also, if the request is not attended and resolved within the time specifications of the SLA, then you can set the escalation rules.


To open the SLA configurations page,

  1. Login to the ServiceDesk Plus application with admin username and password.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Service Level Agreement iconSLA Icon. The SLA list page opens. You can add, edit, or delete SLAs.

  4. By default, all SLA based mail escalations will be enabled. If you wish to disable the escalation click Disable Escalation button.

  5. By default, there are four SLAs set namely, High, Medium, Normal, Low SLAs. You can also add more SLAs to the list.

Note: The Site Admin can configure the SLA for the sites to which he is associated by selecting the site from the Service Level Agreement for combo box. The list of all SLAs corresponding to the selected site gets displayed. If the sites are not configured then the Service Level Agreement combo box will not appear. To configure the sites refer Admin- Sites.


Add a Service Level Agreement

To add an SLA,

  1. Select the site to which you want to add the SLA from the Service Level Agreement for combo box. By default, the 'Default Settings' option is selected.

  2. Click Add New SLA link at the top right corner of the SLA list page.    

  3. In the Add New SLA form, specify the SLA Name in the text field provided. It is a mandatory field.

  4. The Site selected in Service Level Agreement for drop down box is displayed in non-editable text.

  5. If required, you can provide a corresponding Description for the SLA.

  1. In the SLA rules block, set the rules and criteria for the SLA. By default, the radio button Match ALL of the following is selected. If you do not want all of them to be checked but if it is enough if any one of the rules are matched, then select the radio button Match ANY of the following.

  2. Select the Criteria and Condition from the respective text box, and then choose the individual values that need to be matched by clicking on the choose button. The values from the database for those particular parent criteria that you chose from the drop down list opens. Choose the values you want and click OK.

    If you want to match the requester name John, then select Requester Name in the combo box. Now click Choose button, to open the list of requesters in a pop-up window. Select the requester name from the list and click Select. For multiple selection, press Shift or Ctrl key while selecting the names. The selected names will appear in the text field just before the choose button.

  3. Click Add to Rules to add the defined rule to the Rules Set.

  4. Set the Response Time and the Resolution Time in terms of days, hours and minutes.

    The Response Time is the initial response sent out by the technician to the requester for a request. Automatic replies from Service Desk Plus will not be counted as a response. The specified response time should be less that the resolution time.

  5. If you want this duration to override the operational hours, the select the check box beside Should be resolved irrespective of operational hours. By selecting this, you will be overriding the operational hours of your organization and the due by time will be calculated from the creation time without taking into consideration the holidays and operational hours.

  6. The request can be escalated to other technicians when the request is not responded or resolved within the specified time. There are two blocks of escalations, one for the Response Time and the other for the Resolution Time.  

Response Time:

There is only one level of escalation if the response time elapses.

Resolution Time:  

There are 4 levels of escalation if the specified resolution time elapses.

Note: You can configure different set of actions for all the 4 escalation levels associated with the resolution time.

  1. Click the Save button to save the SLA and return to the list view. If you want to add more than one SLA, then click Save and Add New.

At any point, if you do not wish to add the SLA and would like to get back to the SLA list from the add SLA form, click Cancel. Clicking the View List link on the top right corner of the add SLA form will also take you to the SLA list view.


Edit a Service Level Agreement

To edit an existing SLA,

  1. Select the site of the SLA you wish to edit from the Service Level Agreement for combo box. The list of all the SLA corresponding to that site is displayed.

  2. Click the edit icon beside the SLA Name.

  3. In the Edit SLA form, you can modify all the fields mentioned in the add SLA form.

  4. Click Save to save the changes. At any point you wish to cancel the operation that you are performing, click Cancel. Even while editing an SLA, if you wish to add another new SLA, then click Save and Add New button.


Delete Service Level Agreement

  1. Select the site of the SLA you wish to delete from the Service Level Agreement for combo box. The list of SLA corresponding to the site gets displayed.

  2. Enable the check box beside the SLA. Click the Delete button. A confirmation dialog appears.

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

Organize Service Level Agreements

Organizing the SLAs decide the order in which the SLA is applied on the incoming request. You can organize the SLA to appear in a particular order in the list view,

  1. Select the site for which you wish to rearrange the order of the SLA from the Service Level Agreement for combo box.

  2. Click Organize SLA link available above the list of SLAs in the SLA List view. A pop-up window is opened with the list of available SLAs in the order that is appearing the list view.

  3. Select an SLA, and click Move up or Move Down button beside the list.

  4. Click Save.

ServiceDeskPlus - Help Desk and Asset Management Software

Copyright © 2012, ZOHO Corp. All Rights Reserved.