Service Level Agreements (SLAs)

Advanced SLA Settings

The article provides guidance on advanced Service Level Agreement (SLA) settings, including how to prevent changes to ticket priorities, extend or delay response and resolution targets, and set up justifications for breached targets. It also explains how to override SLA targets with ticket fields and how to reset the response target after user updates. The guide includes instructions on configuring multiple SLA response targets, one for the initial response and another for subsequent responses. These settings help maintain SLA compliance and ensure prompt ticket responses.

Service Level Agreements (SLAs)

This article provides a comprehensive guide on configuring Service Level Agreements (SLAs) within the Halo system. Key aspects covered include overriding SLAs at the ticket type level, setting up SLA hold reminders, configuring workdays to manage SLA timings, and establishing a module for automated SLA release. It details how to create SLAs from XLS imports and explains priority configurations and approval processes. Notification settings, response target resets, and adding follow-up dates to ticket lists are also discussed as ways to manage and track SLA performance effectively.

Service/Application Availability Management

SLA and OLA Notifications

SLA Overrides

SLA Workdays

This guide explains how to configure workdays and work hours for managing service level agreements (SLAs) and agent time tracking in Halo. Key topics include creating and assigning workdays to SLAs, managing time zones, and specifying non-working periods such as holidays and breaks. Workdays determine when SLA timers count down; break times or holidays pause this countdown. Timeslots can be configured to set project start and target dates. Users can override default working hours based on SLA priority. Administrative settings for time zones are also discussed.