Managing SLA policies

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Quick Look: Admin Center > Objects and rules > Business rules > Service level agreements

A Service Level Agreement, or SLA, is a policy you define that specifies and measures the response and resolution times that your support team delivers to your customers.

On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between your internal teams that define a target ownership time for a group.

This article describes how you can edit, copy, or delete your SLAs and group SLA policies.

Note: If you edit or delete SLA policies that are applied to tickets, the policies continue to apply to the tickets until the tickets are updated.

This article contains the following sections:

• Editing SLA policies
• Copying SLA policies
• Deleting SLA policies

Related articles

• About SLA policies and how they work

Editing SLA policies

You can edit your existing SLA policies in Admin Center.

To edit an SLA or group SLA policy

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Service level agreements.
2. Locate the SLA policy you want to edit.

   If you want to edit an existing group SLA policy, select Group SLAs and locate the group SLA policy.

3. Click the options menu () beside the SLA policy title, then click Edit.
4. Edit the policy as needed and click Save policy.

   The SLA policy continues to apply to any tickets to which it was already applied. Reapply the edited policy by updating the tickets. For example, change the tickets' priority.

Copying SLA policies

You can copy your existing SLA policies to create a new policy.

To copy an existing SLA policy

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Service level agreements.
2. Locate the SLA policy you want to copy.

   If you want to copy an existing group SLA policy, select Group SLAs and locate the group SLA policy.

3. Click the options menu () beside the SLA policy title, then click Clone.
4. Edit the cloned policy as needed and click Save policy.

   The new SLA policy is added to the bottom of the list. See Ordering SLA policies for more information.

Deleting SLA policies

You can delete an SLA policy if it is no longer needed.

To delete an SLA or group SLA policy

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Service level agreements.
2. Locate the SLA policy you want to delete.

   If you want to delete a group SLA policy, select Group SLAs and locate the group SLA policy.

3. Click the options menu () beside the SLA policy title, then click Delete.
4. Confirm your selection.

   The deleted SLA policy continues to apply to any tickets to which it was already applied. You can remove the deleted SLA policy from the tickets by updating the tickets.