Refine SLA Plans

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There might be certain rules or circumstances under which the default Working Hours and/or Public Holidays associated with the Region assigned to a ticket don't always apply.

For example a ticket with an urgent priority might be covered by 24x7 working hours, or support is provided during one or more public holidays.

Once all work has taken place to identify the full set of Working Hours and Public Holidays and the rules that determine which set to apply, it might be necessary to refine the SLA Plans and adjust the Working Hours and Holidays accordingly.

See Creating and Maintaining SLA Plans for full instruction on how to configure your SLA Plans.

Refine SLA Plans

Sub Banner

Refine SLA Plans

There might be certain rules or circumstances under which the default Working Hours and/or Public Holidays associated with the Region assigned to a ticket don't always apply.

For example a ticket with an urgent priority might be covered by 24x7 working hours, or support is provided during one or more public holidays.

Once all work has taken place to identify the full set of Working Hours and Public Holidays and the rules that determine which set to apply, it might be necessary to refine the SLA Plans and adjust the Working Hours and Holidays accordingly.

See Creating and Maintaining SLA Plans for full instruction on how to configure your SLA Plans.

Refine SLA Plans

Sub Banner

There might be certain rules or circumstances under which the default Working Hours and/or Public Holidays associated with the Region assigned to a ticket don't always apply.

For example a ticket with an urgent priority might be covered by 24x7 working hours, or support is provided during one or more public holidays.

Once all work has taken place to identify the full set of Working Hours and Public Holidays and the rules that determine which set to apply, it might be necessary to refine the SLA Plans and adjust the Working Hours and Holidays accordingly.

See Creating and Maintaining SLA Plans for full instruction on how to configure your SLA Plans.

Refine SLA Plans

Sub Banner

Refine SLA Plans

There might be certain rules or circumstances under which the default Working Hours and/or Public Holidays associated with the Region assigned to a ticket don't always apply.

For example a ticket with an urgent priority might be covered by 24x7 working hours, or support is provided during one or more public holidays.

Once all work has taken place to identify the full set of Working Hours and Public Holidays and the rules that determine which set to apply, it might be necessary to refine the SLA Plans and adjust the Working Hours and Holidays accordingly.

See Creating and Maintaining SLA Plans for full instruction on how to configure your SLA Plans.