Add a Grace Period SLA

This example shows you how to add a two-incident SLA that could be assigned to contacts or organizations whose SLAs have recently expired.

The duration is defined using the Total Incidents field. The Term (Duration) field is left blank because the defining measure is the number of incidents, not the length of time. In this SLA, the default response requirements are also 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 Grace Period in the Name field.
5. Select the Active check box.
6. Select the Self-Service check box to allow access to the customer portal.
7. Enter 2 in the Total Incidents field.

   Leaving the Chat Incidents, CSR Incidents, Email Incidents, and Self-Service Incidents fields blank, or null, will let contacts and organizations assigned this SLA submit an unlimited number of incidents. By entering the number 2 in the Total Incidents field, you are letting customers submit 2 of any incident type, but limit the total number of incidents the contact or organization can submit to 2.

   The Term (Duration) field is blank because there is no time limit on the SLA. Contacts and organizations may submit the incidents at any time, until they have submitted two incidents, at which time the SLA will expire.

8. Click Save.