What is SLA (Service Level Agreement) ?

SLA is an abbreviation for “Service Level Agreement“.  (SLA’s) are fundamental to both providers and recipients of services. It means to have guaranteed response or resolution time for incidents ( trouble tickets).

SLAs normally are part of a contract between a customer and a service provider.

For example, A SLA between Webhosting Company and its customers could be –15 mins response time & 1hour resolution time.

How SLA is implemented in Vision Helpdesk?

Vision helpdesk manages to implement SLA in a comprehensive manner, It offer methods to add working Schedules, SLA Plan and SLA Application to tickets, ticket status (open, hold etc ) ticket priority wise etc.. Additionally Vision helpdesk offers SLA report generation tool that help the service provider to gain a complete insight of each ticket/client to find out if the SLA was maintained.

Three steps to setup SLA with Vision Helpdesk

1. Create Schedule
2. Add SLA Plan
3. Apply SLA Plan

Creating Schedule is defining the working hours for each day in a week (This hours are when SLA will be considered)

Adding SLA Plan is mainly setting up Overdue Time -This time decides SLA Plan.

Applying SLA Plan is nothing but defining which queue tickets will fall under SLA Plan.

SLA Plan can be applied at Domain Level, Department Level, User Group and User Level.

How to check if SLA was maintained?

Vision offers SLA Report tool — which allows you to generate reports on fly and it gives you SLA per ticket status.