How to define SLAs and their goals

What is an SLA?

An SLA defines a task that must be completed for each new item within a certain timeframe. (E.g. the team must response to each new item within 12 hours.)

The task will be the name and/or description of the SLA. (E.g. time to first response or time to resolution.)

The timeframe will be defined in the goals of the SLA. There it is called duration.

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Every SLA must have at least one goal. But it can have multiple goals for different kinds of items. For Example:

• When an item is created and the value of the column Status is critical. The SLA time to first response must use the goal Premium with a duration of 1 hour.

• When an item is created and the value of the column Status is medium. The SLA time to first response must use the goal Standard with a duration of8 hours.

In order apply different goals to items depending on the values of different fields you must define these conditions in our integration of the Board automation. Here you can find more information on How to use our Core integrations within Board automation.

Create a new SLA

1. Go to the SLA admin panel and click on Create SLA.

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2. A modal opens. Set an id and a name for the SLA and add a description if you want to.

3. Add an id and a name for the first goal of your SLA.

4. Pick a calendar for your SLA. Here you can find more information on How to define a Calendar and the working hours per day

5. Set the duration for this goal. E.g. 24 (for 24 hours) or 1:30 (for 1 hour 30 minutes).

6. Click on Create.

7. The new SLA has been created. You can see the name of the new SLA in the sidebar on the left and the details of the SLA on the right.

Add more goals

1. To add another goal to the SLA click on the Create Goal button.

2. A modal opens. Set an id and a name for the goal. Pick a calendar and set a duration.

3. Click Create.

4. The new goal has been added.

5. Add as many goals as you like.

6. To delete a goal click on the trash can icon at the end of its row. Note that every SLA needs at least one goal. So if there is only one goal defined for this SLA the goal can not be deleted.

7. If you have created all your goals you can change their order by clicking on the hand icon at the start of the rows and dragging and dropping them around.

8. If you are done click Save to save the changes.

Edit goals

1. You can edit the name and duration of a goal and change its calendar by clicking on it in the table.

2. An input field opens. Add the changes and apply them by clicking on the checkmark icon.

3. Save the changes in the SLA by clicking on the Save button.

Delete an SLA

1. In order to delete an SLA click the Delete SLA button at the top right corner.

2. A modal opens for you to confirm.