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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 9/19/2024 11:23 AM

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

SLA, which stands for "Service Level Agreement," is an agreement between the customer and the company about the timeframes for resolving tickets related to the services provided. These timeframes may be formalized in a contract or defined internally by the company to ensure quality service.

SLA Types

  • Resolution SLA: Defines the time the company has to resolve a ticket, counted from its creation. This timeframe can be paused according to pre-established criteria. The resolution SLA can be used internally to measure service quality without displaying a public timeframe.
  • First Response SLA: Defines the time agents have to log the first action on a ticket, from its creation. It applies to tickets opened via email, online chat, forms, among other channels.

You can choose to use only the resolution SLA, only the response SLA, or both.

How to Set Ticket Due Dates

  • Automatic Calculation: When creating an SLA contract, you can define criteria and deadlines for different scenarios. The resolution deadline will be automatically adjusted when the configured conditions are met.
  • Manual Setting: Even without SLA contracts, you can manually set a resolution deadline for a ticket. If an SLA is in use, it is possible to manually change the due date, but this will disregard the SLA rules.

How to Decide Between a New Contract or a New Rule

A contract can contain several rules, each with different deadlines for various situations. If you need varying deadlines for different clients, consider the following:

  • New Contract: If the deadlines for the same type of situation differ between clients, a new contract will be necessary.
  • New Rule: If the deadline variations are only internal and apply to the same client group, add new rules to the existing contract.

When registering clients, you will indicate which SLA contract is in effect for each one.