A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service. It also provides greater visibility when problems arise.
On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between your internal teams and define a target ownership time for a group. They are also commonly known as Operational Level Agreements (OLAs) and are used in workflows that involve multiple teams solving tickets.
It's possible to create logically overlapping policies, but at any given time a single ticket can only have one SLA policy and one group SLA applied to it. When you have multiple SLA policies that match a ticket, we’ll use the order of the policies to break any ties. To review which policies have been applied to a ticket and in what order, see Viewing which SLA policies have been applied to a ticket.
To make your policies most effective, you should roughly order your policies with the most restrictive policies at the top, and your least restrictive policies at the bottom.
To order your SLA policies
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Service level
agreements. - Hover your mouse over the left of the SLA policy name you want to reorder until the
grabber is highlighted.
- Click and drag the policy to the new position.
To order your group SLA policies
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Service level
agreements.
- Select Group SLAs.
- Hover your mouse over the left of the group SLA policy name you want to reorder until the grabber is highlighted.
- Click and drag the policy to the new position.