SLA plans and calendars

Your support contracts promise customers how fast you will answer, how fast you will get them working again and how fast you will finish. An SLA plan writes that promise down once, per severity of request, and a calendar says when the clock runs. The Service Desk then times every request against the plan and shows the team which ones are close to missing it.

• SLA plans hold the response, remedy and resolution targets for each severity, with the rules that go with them.
• Calendars hold opening hours, a time zone and holidays, so a target counts support time and not the night.
• Versions keep each plan as it was, so a report about a past month uses the targets of that month.

The full chapter, with every step and setting, is in the app: open your account menu and select User manual.