Overview of Service Level Agreements

Service level agreements (SLAs) control the type and amount of support you offer your customers.

Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times.

You can also meter the service and support your customers receive. For example, you can control how many incidents an organization can submit based on the number of incidents defined in their assigned SLA instance.

Before you create SLAs, you need to add the holidays your organization observes and define default response requirements so you can track staff members’ response and resolution times. Default response requirements are used for SLAs that do not have custom response and resolution requirements. See Add Custom Response Requirements to an SLA.