Service Level Agreements
3 guides
Service Level Agreements
This article provides an overview of configuring Service Level Agreements (SLAs) within a system, detailing various settings such as work hours, response and resolution targets, and notification preferences. It covers how to set SLAs according to user priorities, define when timers should reset, and specify actions for breached SLAs. It also explains how to activate or deactivate SLAs and adjust parameters for specific timeframes. The article emphasizes compliance tracking, offering options for customizing SLA reminders and auto-releases based on ticket status and user interaction.
SLA General Settings
The article provides a detailed guide on configuring Service Level Agreements (SLAs) in HaloPSA, including tracking response and resolution times, setting default SLAs, managing time zones, and handling VIP user escalation policies. It explains various settings for editing SLA targets, response behaviors, and notification warnings for upcoming SLA breaches. Options for managing SLA Hold Reminders, priority changes out of hours, and configuration of Operational Level Agreements (OLAs) are also discussed. The article emphasizes customization and flexibility in managing SLA settings and notifications.
Workdays