Service Level

Service level measures the response and resolution time for an Issue.

Different priority levels can be defined in the Service Level which will determine how quickly an Issue needs to be resolved to fulfill the Service Level Agreement.

To access the Service Level list, go to:

Home > Support > Service Level > Service Level

1. Prerequisites

Before creating and using a Service Level, it is advised that you create the following first:

  • Employee Group

2. How to create a Service Level

  1. Go to the Service Level list, click on New.
  2. Enter a name for the Service Level.
  3. Select an Employee group, which will handle a particular Service Level.
  4. Set a Holiday List. Service Level Agreement won't be applied in the days mentioned in the Holiday List.
  5. Priorities: You can set multiple Issue Priorities and their Time to Respond and Resolve (eg: 3, days, hours, or weeks). Service Level
  6. Default Priority: Default Priority selected in Priorities table that will be applied in the Service Level Agreement.
  7. Support Hours: Contains the Days of the week on which Support is provided. Has a Start Time and End Time of the Working day. Service Level

After saving a Service Level, you can create a Service Level Agreement against it.

  1. Issue
  2. Service Level Agreement