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03 - Register an SLA contract
5 min
Created by Thiago Tamanini on 10/9/2020 11:47 AM
Updated by Karine Moreira on 10/7/2024 2:05 PM

A SLA (Service Level Agreement) contract is a digital document that defines the response and resolution times for support services based on pre-established rules. The SLA contract is used to ensure that services are provided within an agreed-upon timeframe, helping to manage customer expectations and improve the efficiency of the support team.

Thus, these response and resolution times in Movidesk are defined within SLA contracts. Each client (at the organizational level) can have only one SLA contract, which may or may not be shared with other clients.

The contract specifies the rules that define under what scenario or conditions a certain time limit should be applied.

💡 Tip: It is possible to register multiple rules for a contract.

To register an SLA contract, click on Settings > Agreements > SLA.

The system will display a screen listing the registered contracts. If no contracts exist, the list will appear empty.

Adding a new contract

  1. Click the + symbol to add a contract.

  2. Enter a name for your contract.

  3. You can set it (or not) as the default contract. After these settings, click Save.

 

💡 Tip: If the Default Contract is selected, this setting will ensure that the contract is applied to all customers who are not linked to any other contract. Keep in mind that only one contract can be designated as the default contract.

After saving the contract for the first time, the system will display the Rules and Customers tabs.

Rules Tab

The Rules tab in Movidesk is an important part of the SLA contract setup. Here, you can define the conditions and triggers that determine the response and resolution times for support requests.

In other words, the Rules tab allows you to configure how the system will calculate and apply response and resolution times based on different scenarios.

These rules define specific situations in which a deadline must be met, based on the type of service, the customer involved, the working hours, the ticket's priority, and other factors.

To learn how to create a rule, check out our documentation.

Customers Tab

In the Customers tab, you can see which customers are using the contract, as well as add new customers to the contract.

To do this, simply search for the client in the search box to the left of the options dropdown.

It is also possible to add clients to the contract through the client's profile, by clicking on Organization to define which SLA contract is used by the client.

A client associated with more than one organization can use a different contract for each organization. The contract applied to the ticket will be the one associated with the organization selected in the ticket.

When the contract is assigned to a client of the company or department type, the system will present a parameter with some options regarding the profiles linked to this organization/department:

Do you want clients belonging to this organization to also use this contract?

  • Yes and keep synchronized with the organization’s contract – This makes all users linked to this organization/department part of this contract.

  • Yes, but allow them to use another contract – This makes all users linked to this organization/department part of this contract, but allows them to be included in other contracts.

  • No. Keep child clients with their current contracts – This does not include users linked to this organization/department in the contract and if they are already part of other contracts, they remain unchanged.

Done! Client view and addition to the contract completed!