How You Set Up SLAs

After adding your holidays and defining default response requirements for your staff members, you can configure SLAs for your application.

Begin by deciding what type of SLAs to offer. For example, you could offer certain customers a premium SLA that provides them with unlimited support for a period of time, and offer other customers a standard SLA that limits the number of incidents they can submit during a specified time period. In addition, you can control whether customers without an SLA can access your support site, or submit incidents through email or the Ask a Question page. You can also add business rules to automatically assign SLAs to specific customers.

Setting up SLAs consists of the following actions.

• Create the SLAs you want to offer. See Create an SLA.
• Set up business rules to automatically assign SLAs to customers. See How You Issue SLAs Automatically. Also, review how staff members can manually assign SLAs when working on incidents and editing organizations and contacts. See How You Issue SLAs Manually.