Depending upon the nature of your business and that of the customers you are supporting, it might be sufficient to provide a single set of specifications in a single SLA Plan for use against all tickets.
However, it might be necessary to create multiple SLA Plans for use in alternative circumstances.
- You might provide each of your customers a choice of different service levels, e.g. Bronze, Silver, Gold, Platinum
- You might agree an individual, specific service level for each of your customers
- You might provide a different level of service depending upon the type of ticket or request
For each event in the model it is necessary to provide a label and description to display in th SLA Assistant and specify the amount of time allowed to complete the event.
If necessary this label can be different for each SLA PLan to reflect an contract specific terminology you have in place with your customers.
It is often necessary to specify a different amount of time depending upon the Priority assigned to the ticket and in some cases there is a need to make use of a custom set of Priority Values.
See Creating and Maintaining SLA Plans for for full instruction for how to configure your SLA Plans.
The SLA Plan specifications are usually defined within any contractual agreements you have in place with your customers.
Your assigned CloudSET Consultant will need details of these contractual agreements to identify the full list of SLA Plans and specifications.
*Note: there might also be a need to override the working hours and holidays during which work will or will not take place to complete an event (see Refine SLA Plans).