A service level agreement (SLA) delineates the expectations regarding service provision between a service provider (either internal or external) and the end user.

SLAs are outcome-oriented, primarily focusing on establishing the timeframe within which the customer will receive the service. They do not specify the method or means by which the service is rendered or delivered.

To access the Service Level Agreement list, go to: > Home > Support > Service Level Agreement > Service Level Agreement

1.Prerequisites

Before creating and using a Service Level Agreement, it is advised that you create/update the following first:

• Holiday List
• Enable Track Service Level Agreement in Support Settings

2. How to Create a Service Level Agreement

1. Go to the Service Level Agreement list, click on New.
2. Enter a name for the Service Level.
3. Select an Employee group, that will handle a particular Service Level.
4. Set a Holiday List. Service Level Agreement won’t be applied in the days mentioned in the Holiday List.
5. ‘Enable’ determines if a Service Level Agreement is enabled or disabled.
6. Ticking ‘Default Service Level Agreement’ will apply this SLA to a customer if they don’t have a particular SLA assigned to them.
7. Entity Type: Service Level Agreements can be allocated to a Customer, Customer Group, or Territory, allowing you to apply SLAs based on these criteria.
8. Entity: Choose the specific Customer, Customer Group, or Territory.
9. Start / End Date: Establishes the validity period of the agreement.
10. Priorities: Configure multiple Issue Priorities along with their Time to Respond and Resolve (in hours and minutes).
11. Default Priority: The default priority selected in the Priorities table that will be enforced in the Service Level Agreement.
12. Support Hours: Specifies the days of the week during which support is available, along with the start and end times of the working day.
13. Save.

3. Features

3.1 Applies to New Issues

Once an SLA is saved, it’ll be applied to Issues raised by Customers/Territories as per the option you chose in ‘Entity Type’.

3.2 Resetting an SLA

An SLA can be reset as long as it has not expired. For instance, if the SLA is set for 3 days, you can reset it within 3 days of the Issue’s creation. Beyond that timeframe, the Service Level will indicate a failure.

3.3 Time respond / resolve in Issues

The response time and resolution time for an Issue will be displayed here.

These durations are determined by the timelines specified in the ‘Priority’ field within the Service Level’s Priorities table.

3.4 Pause SLA on Statuses

BizCentric enables you to temporarily pause SLAs on issues while awaiting specific events. This can be achieved by selecting statuses configured in the “Pause SLA On” table.

Configure the statuses on which you wish to pause SLAs within the SLA document. Custom statuses can also be added here.

When the status is changed to any of the designated ones, the resolution and response fields are cleared, and the dashboard indicators reflect the pause.

Upon reverting the issue status to a non-hold status (not configured in the “Pause SLA On” table), the “Total Hold time” field is updated in your Issue document. The Response and Resolution times are then recalculated, incorporating the hold time and effectively restarting the SLA timers.

Note: The Service Level DocType has been removed, and all functions are now managed solely through the Service Level Agreement DocType.