Create an SLA

SLAs are designed to allow you flexibility in providing support to your customers. When you create an SLA, you can choose the duration of the SLA and limit the SLA based on the number of incidents that can be submitted.

You can also assign custom answer access levels to an SLA so that customers have privileged access to special groups of answers.

Click Configuration on the navigation pane.
Expand Service > Service Level Agreements, and then double-click Service Level Agreements.
The Service Level Agreements tree displays on the content pane.
Choose from the following options:
- To add a service level agreement, click New to display the editor.
- To edit a service level agreement, click it in the tree.

Enter field information.

Service Level Agreements Editor

Field	Description
*Service Level Name	Enter the name of the SLA. When you move to another field, the Label field in the Interface Label section is populated with the name you entered in the Service Level Name field.
Active	Select this check box to allow instances of the SLA to be applied to contacts or organizations. When selecting or clearing this check box, the name of the SLA (in the tree) changes from black to orange and displays in italicized font. After clicking the Save button on the ribbon, the name changes from orange to light gray and displays in normal font. If this check box is cleared, the SLA is considered inactive and cannot be used with business rules.
Self-Service	Select this check box to allow customer access to the Answers page on the customer portal. If this check box is cleared, customers will not be able to view answers and may be directed to a permission denied page.
Chat Incidents	Enter the maximum number of allowable chat incidents. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of incidents.
CSR Incidents	Enter the maximum number of allowable incidents that can be created by a staff member for the contact or organization (for example, when customers contact your organization by phone). Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of CSR incidents.
Email Incidents	Enter the maximum number of allowable email incidents. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of email incidents. If the SLA_SUBMIT_EMAIL configuration setting is enabled, a valid, active SLA must exist for contacts and organizations to send emails to Service. If the EU_SLA_VISIBLE configuration setting is enabled, SLA information will be visible in email responses.
Self-Service Incidents	Enter the maximum number of allowable incidents created from the Ask a Question page. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of incidents.
Total Incidents	Enter the total number of incidents allowed from all incident sources. 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 allowed 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.
Term (Duration)	Enter a number in this field and select days, weeks, months, or years from the drop-down list. Leave the field blank to indicate there is no time limit on the SLA. If you specify a number, the start date is the date of issue.
Statistics	These fields describe the statistics for an SLA.
Total Issued	The number of times this SLA has been issued.
Not Active	The number of instances of this SLA in the Not Active state.
Active	The number of instances of this SLA in the Active state.
Used Up	The number of instances of this SLA in the Used Up state.
Disabled	The number of instances of this SLA in the Disabled state.
Access	Select the answer access levels assigned to the SLA. Answer access levels will display only if they have been added to the application. Note: Knowledge Advanced customers must select all options under Access in order to configure Web Roles and User Groups within Knowledge Advanced Agent Desktop.
Interface Label	This section contains the names of all available interfaces, the languages they are implemented in, and the language-specific label of the SLA. Click Edit next to an interface to change response requirements for the SLA. If you do not change response requirements, the default response requirements are used. When using multiple-language interfaces, you must enter the label in the Label field in the language of the interface.

Click Save.