SLA configuration
Last update: 2 years agoWhat is it for?
Through the Service Level Agreement (SLA) Settings you will be able to bring and follow through the taskier existing contractual rules with your customer for the service of calls by category.
Why does it need to be done?
So that you can monitor whether the calls are being completed within the service deadlines defined with your customer.
For example, I may have agreed with my client that I will always answer his questions within 2 hours. Or that I will resolve infrastructure issues within 1 hour.
When should it be done?
When it is necessary to create calls with a pre-defined service time.
Who should do?
This action must be performed by the contracting user of the taskier platform or users that he defines who can access this resource through new access profiles.
How much?
This functionality is available on the premium plan
Where should it be done?
⦁ Link: https://app.taskier.io/panel-agent/sla-configs
⦁ Menu → Management → SLA Settings → Add SLA
How should it be done?
| Input | What to do? |
| Organization | Select the company the SLA will be configured for |
| Service group | Select the service group (project, department or sector) for which the SLA will be configured |
| Category | Select the ticket category for which the SLA will be configured |
| SLA timeout | Select the maximum time the call needs to be answered / resolved |
| Alert configuration | The alert configuration serves to notify the user and visually identify in the system when the SLA time is close to the pre-defined thresholds in the taskier. |
In this tutorial it was presented how to configure the SLA, if you still have any questions please contact our support via email [email protected]