After installing SLA, you will be greeted by this dialog under Settings.

Open

Here, you can initialize the SLA settings and subsequently override predefined SLA settings.

Initialize SLA Settings

To get you started as quickly as possible, we have created some data that can be imported via "Start process".

Open

The following data will be created through the initialization process:

Days off

Click here for more details about days off: How to define day off collections

·         Empty – without any days off

·         USA - based on Federal Holidays

·         Germany - based on Nationale Feiertage

·         UK - based on UK bank holidays

·         Australia - based on https://www.fairwork.gov.au/employment-conditions/public-holidays/2024-public-holiday

·         Israel - based on https://www.boi.org.il/media/4vwdhsac/markets-department-business-days-for-2024.pdf

·         Canada - based on Federal statutory holidays in Canada in 2024

Calendar

Click here for more details about calendar: How to define a Calendar and the working hours per day

·         Mon-Sun 0:00 - 24:00 (24/7)

·         Mon-Sun 7:00 - 23:00

·         Mon-Fri 9:00 – 18:00 (with Lunch break)

·         Mon-Fri 9:00 – 17:00

·         Sun-Thu 8:00 – 17:00

SLAs

Click here for more details about SLAs: How to define SLAs and their goals

“Time to First Response” with the id “time-to-first-response” has the following Goals:

·         Premium: 1 h duration

·         Advanced: 2 h duration

·         Standard: 8 h duration

“Time to Resolution” with the id “time-to-resolution” has the following Goals:

·         Premium: 8 h duration

·         Advanced: 24 h duration

·         Standard: 72 h duration

How to overwrite predefined SLA settings

To ensure that the workspace templates work without prior initialization, there are three SLA configurations that are always present.

You can override them within "Get started".

The following SLAs are created according to these buttons

IT Teams

“Time to First Response” with the id “time-to-first-response-it” has the following Goals:

·         Premium: 1 h duration

·         Advanced: 2 h duration

·         Standard: 8 h duration

“Time to Resolution” with the id “time-to-resolution-it” has the following Goals:

·         Critical: 8 h duration

·         Important: 24 h duration

·         Standard: 72 h duration

HR Teams

“Time to Resolution” with the id “time-to-resolution-hr” has the following Goals:

·         Critical: 2 h duration

·         Important: 4 h duration

·         Standard: 8 h duration