SLA Plans
Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community
Defining SLA’s is extremely important, this not only helps in governance but also increases the efficiency of your workforce. SLA (Service Level Agreement) plan helps to complete the task in a committed time frame. The ticket can be assigned to a SLA plan, in accordance with business operating hours, once the time limit has lapsed for the ticket to be viewed and resolved, the tickets will be automatically escalated to the concerned teams.
To create SLA plans follow these steps: Go to Admin Panel> Manage Section> SLA Plans Icon> Create SLA Icon
Grace Period: This indicates the number of hours needed to resolve the ticket. For example: 6 hours, 12 hours, 18 hours and so on.
Status: Make sure the SLA is activated in the system by setting its Status to Active
Admin Notes: You can add notes related to the SLA plan in this section which can be referred to in the future.
Now click on Submit.