How You Issue SLAs Manually

Staff members can manually apply SLAs to organizations and contacts when editing incidents associated with an organization or contact.

After a staff member has applied an SLA, a unique SLA instance is associated with that organization or contact.

If an organization or contact has more than one active SLA, staff members can select which SLA to apply to an incident. For example, a contact may have two active SLAs, one that allows unlimited incidents and lasts for thirty days, and another that allows ten of each type of incident and lasts for one year. If a new incident is applied to the limited incident SLA, the staff member can re-assign the incident to the unlimited incident SLA to more efficiently use the customer’s entitlements. See SLA Instance Field.