Example: creating a basic SLA

This example looks at how you might create a very basic SLA for a service desk project with a basic workflow:

Basic SLA configuration

All critical and blocker issues must be resolved within 24 hours. You provide 24/7 support for certain customers (these issues are labeled with "24H"). You provide 9 - 5 support for all other customers, but you don't track SLA metrics for them.

Basic issue workflow