Service Level Agreements (SLAs) overview

Service Level Agreements (SLAs) are a foundational agreement between service providers and customers that help build trust. They play a crucial role in managing customer expectations and establishing a mutual understanding of service expectations for your team of agents.

Jira Service Management SLAs allow you to make sure that your team stays on track by setting goals for how quickly you handle customer issues.

Here’s some example SLAs to track progress:

  • Respond to all requests within 2 hours
  • Resolve high-priority requests within 24 hours

Project admins create and set up SLA goals and conditions at the project level to determine how and which request types are tracked. For example, the time frame for responding to or resolving requests with high priority . After the project admin sets up SLAs, agents can view them and prioritize requests accordingly to meet the SLA requirements. Learn how to set up SLAs 

Project admins can choose to display SLAs in the customer portal. However, the display format of SLAs differs between the agent view and the customer portal. Understand SLA display formats and time frames

Jira admins can configure additional settings to manage permissions, time format display, and other SLA settings. Learn how to configure additional SLA settings

Learn more about SLAs in Jira Service Management :

Last modified on Mar 19, 2024

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