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.

To Access: Login to ERP > Desktop > Support > Service Level Agreement

Create Service Level Agreement

Before creating and using a Service Level Agreement, it is advised that enable Track Service Level Agreement in Support Settings.

1. Go to Service Level Agreement
2. Click Add Service Level Agreement
3. Set Apply On and Service level name
4. Select Entity Type: Service Level Agreements can be assigned to a Customer/Customer Group/Territory enabling you to apply Service Level Agreement based on these factors.
5. Select Entity: Select the specific Customer/Customer Group/Territory.
6. Set Valid start and end date
7. In the Response and Resolution section at Priorities add priories with thier first resolution time nad resoultion time.
8. Select Holiday list
9. Add Working Hours with thier Start time and End time
10. Click Save.