Example: creating a basic SLA

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

Translated, this SLA sets the following goals and expectations:

  • All incidents must be resolved within 4 hours.
  • You provide 24/7 support for customers who report incidents. These issues are labeled with "24/7 Calendar".
  • All service requests must be resolved within 8 hours. And, these are tracked on hours worked during a normal business day. These issues are labeled with "9-5 Calendar".
  • You provide support for all other customers, but you don't track a "time to resolution" goal for them.
Last modified on Jan 30, 2018

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