SLA and OLA Notifications

In this guide we will cover: – What are SLA and OLA Notifications? – Configuring Warning Thresholds  – Setting Up Warning Notifications Admin Guides: Notifications Service Level Agreements (SLAs) Related Guides:  Notifications  Service Level Agreements (SLAs) Advanced SLA Settings   Note: OLA Notifications have been introduced as of v2.234.1+, on versions prior to this only SLA […]

Service/Application Availability Management

In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime  What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]

Advanced SLA Settings

In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event – Setting Multiple SLA Response Targets Associated Guides: Service Level Agreements SLA […]

SLAs and Priorities

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo. When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and complete […]