Service Level Agreements (SLAs)
8 guides
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.
Operational-Level Agreements (OLAs) on Workflows
The article discusses Operational-Level Agreements (OLAs) within workflows, focusing on configuration and reporting. OLAs target specific timeframes for various workflow stages or steps and are primarily configured at the individual workflow level. The "OLAs" tab allows users to manage these targets, similar in function to Service Level Agreements. The article provides a detailed guide on setting OLAs, including start/end criteria, target times, work hours, rules, and restrictions based on team or priority. It also covers creating OLA templates for easier application across workflows and offers insights into reporting on OLAs.
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 Escalation Rules and Automations
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.