Add a 30-Day SLA

This example shows you how to add a 30-day SLA that restricts support to 30 days, but lets contacts and organizations submit an unlimited number of incidents during that time period.

Support begins when the SLA is assigned and automatically ends after 30 days. In this example, the default response requirements are used.

1. Click Configuration on the navigation pane.
2. Expand Service > Service Level Agreements, and then double-click Service Level Agreements.
   The Service Level Agreements tree displays on the content pane.
3. Click New.
4. Enter 30 Days in the Service Level Name field.
5. Select the Active check box.
6. Select the Self-Service check box to allow access to the customer portal.
7. Enter 30 in the Term (Duration) field and select Days from the drop-down list.
   Note: Do not enter any number in the Chat Incidents, CSR Incidents, Email Incidents, Self-Service Incidents, and Total Incidents fields. Leaving these fields blank, or null, will let contacts and organizations assigned this SLA submit an unlimited number of each type of incident until the 30-day term has expired.
8. Click Save.