Add a Premium SLA

This example shows you how to add a type of SLA that could be offered to organizations or contacts who request premium service. It is set up to provide faster incident response and resolution times than standard SLA entitlements.

For example, staff members must initially respond within four hours and resolve incidents within two working days (sixteen hours).

The SLA has a duration of one year and will allow forty total incidents comprised of ten chat incidents and thirty CSR incidents. In this SLA, custom response requirements are used. See Add Custom Response Requirements to an SLA.

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 Premium 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 10 in the Chat Incidents field.
8. Enter 30 in the CSR Incidents fields.
9. Enter 40 in the Total Incidents field.
   Note: The number in the Total Incidents field must be greater than or equal to the value of any single incident field. For example, if the number of chat incidents equals 10, and all other incidents have a field value of 5, then the total number of incidents permitted must be 10 or more. The number in the Total Incidents field must also be less than or equal to the sum of the values of all of the single incident fields. For example, if the sum of the field values is 50, then Total Incidents cannot be greater than 50.
10. Enter 1 in the Term (Duration) field and select Years from the drop-down list.
11. Click Save.