SLA Management Overview

SLA Management helps the Helpdesk track service commitments such as response and resolution targets.

An SLA plan defines how quickly supported tickets should receive attention or reach a required lifecycle milestone.

Service targets

Common SLA concepts include:

• first response targets
• resolution targets
• due dates
• approaching breaches
• breached targets

SLA plans

Different customers, priorities, ticket types, or service conditions may require different service targets.

Ticket lifecycle

SLA calculations should reflect the ticket's real status and the applicable business rules.

Monitoring

Agents and supervisors can use SLA-related indicators to identify tickets that require urgent attention.

Reporting

SLA performance can also be used to evaluate service delivery over time.

Good practices

Define targets that reflect actual service commitments. Review SLA configuration carefully before activation because incorrect targets can affect operational priorities and reporting across many tickets.