A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider.
SLAs are output-based, their purpose is specifically to define the timeline in which the Customer will receive the service. SLAs do not define how the service itself is provided or delivered.
To access the Service Level Agreement list, go to:
Home > Support > Service Level Agreement > Service Level Agreement
Before creating and using a Service Level Agreement, it is advised that you create/update the following first:
11. Default Priority: Default Priority selected in Priorities table that will be applied in the Service Level Agreement. 12. Support Hours: Contains the Days of the week on which Support is provided. Has a Start Time and End Time of the Working day.
Once an SLA is saved, it'll be applied to Issues raised by Customers/Territories as per the option you chose in 'Entity Type'.
An SLA can also be reset until the time does not fail. For example, if the SLA is 3 days, you can reset the SLA only within 3 days of the Issue being created. After that, the Service Level will display failed.
The time to respond to an Issue and the time to resolve will be shown:
These times are based on the timelines set in the 'Priority' field in the Service Level's Priorities table.
OneOfficeERP allows you to pause SLA on issues when you are waiting for an event to happen. You can do this by selecting a status that is configured in this "Pause SLA On" table.
The Response and Resolution time will be recalculated by adding the hold time, thereby restarting your SLA timers.