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01 - SLA (Service Level Agreement)
3 min
Created by Edson Maestri on 6/11/2016 10:58 PM
Updated by Karine Moreira on 12/17/2024 3:36 PM

The Movidesk SLA module helps manage response and resolution times for tickets.

What is SLA?

SLA (Service Level Agreement) is a commitment between the company and the client, defining timeframes for resolving tickets related to the provided services. These timeframes can be formalized in a contract or defined internally to ensure service quality.

Types of SLA

  • Resolution SLA: Defines the time to resolve a ticket, starting from its creation. This time may be paused based on pre-established criteria. The resolution SLA is used internally to measure service quality and is not shown publicly.

  • First Response SLA: Defines the time for the agent to record the first action on a ticket, starting from its creation. It applies to tickets created via email, online chat, forms, and other channels.

It is possible to use only one of the SLAs (solution or response) or both.

Filling in the ticket due date

  • Automatic calculation: When creating an SLA contract, you define criteria and timeframes for different situations. The resolution time will be automatically adjusted according to the configured conditions.

  • Manual definition: Even without SLA contracts, you can manually define the resolution time for a ticket. If an SLA is in use, you can manually change the due date, but this will disregard the SLA rules.

Deciding between a new contract or new rule

A contract can contain several rules with different timeframes for different situations. When there is a need for varied deadlines for different customers, consider:

  • New contract: If deadlines for the same situation vary between customers, create a new contract.

  • New rule: If the deadline variations are internal and apply to the same customer group, add new rules to the existing contract.

In the customer registration, it is possible to indicate which SLA contract is in effect for each customer.