Service Level Agreement - SLA

^{Solve Tickets. On Time. Every Time.}

^{Create SLAs to provide quality services on time to your end users. With ServiceDesk Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.}

^{- Ensure Timely Resolutions, Stop SLA Violations}

^{Create site-specific SLAs to ensure better service across all your operational sites.}
^{Configure separate SLAs for incidents and service requests.}
^{Configure response time SLAs and appropriate escalations to ensure faster response to end users.}
^{Ensure automatic assignment of SLAs to incidents based on inbound ticket parameters like priority, impact, urgency, department, requester, service category, VIP user, etc.}
^{Pause SLA timers when awaiting end-user responses to prevent unnecessary escalations and violations.}
^{Choose to set service level targets irrespective of business hours, holidays, or weekends for high priority and high impact incidents.}

^{Ensure better service, avoid violations using SLA - automation.}

Automated escalations maximize SLA compliance

^{Automated escalations maximize SLA compliance}

^{- Enable Automated Escalations, Ensure Zero Violations}

^{Ensure maximum SLA compliance with the help of multi-level proactive and reactive SLAs.}
^{Handle SLA violated tickets and those approaching violations effectively by moving them to different groups, reassigning them to a different technician, or by resetting their priorities and levels.}
^{Get a visual cue of SLA violated tickets with the 'red flag' icon on the requests list view.}
^{Create custom templates for response SLA escalation and resolution time SLA escalation emails.}