Service Levels |
|
Service levels show up within the tickets as milestones, depicted as a timeline as shown below:
Super Admins can use Service Level Management to set Service Level Agreements (SLA) to define response times for different incident priorities for your customers. With the escalation engine in place and information drawn from Working Hours, the SLAs will be based on your location hours, with allowances for weekends and holidays, making priorities a viable tool for reporting.
If you don't wish to use SLA's, simply click the On button at the top of the screen to turn the system off. It can be reactivated at any time by clicking the button again.
From this area, you can
SUPPORT LINKS
