Default SLA

You can view and edit SLA settings by navigating to Admin zone -> Main menu -> Global settings -> Default SLA.

There are several sections in SLA settings:

Working times

Allows you to define working time for each day in week individually. You can also switch off some days. 

Do not count the following days into working time - enter a list of free days and holidays, for example 24.12., 25.12.

SLA working times

Image: SLA working times

 

Default setup of SLA's basic priorities

This section allows you to specify response and completion deadlines for requests with all possible priorities. You can set one priority as default, choose to exclude some priorities from statistics, block generating an error when missing deadlines or block some priorities from EasyClick requests.

Default setup of SLA's basic priorities

Image: Default setup of SLA's basic priorities

 

Under request priorities, there is an option Distinguish default SLA by - where you can choose from: Type of request or Service area. 

This allows you to specify custom SLA settings for each Type of request or service area. Defaultly, it uses default SLA`s setup of basic priorities. Choose the option Use specific settings and additional fields will appear.

Custom SLA settings for each request type or service area

Image: Custom SLA settings for each request type or service area