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 tickets. These are critical to maintaining a positive relationship between yourselves and are configurable in many ways in Halo.
Setting up an SLA
Heading through to the Configuration and clicking on SLA presents you with 3 options, for now, click the middle one "Service Level Agreements" and click new on this screen.
- Clicking new and filling in the initial details such as name and the workdays to be used leads would be the first step. We then can move to utilise the checkbox underneath to determine the behaviour of any tickets with this new SLA.
- Once configured the details tab, and the Priorities tab are the levels of seriousness associated with the SLA. These should be configured as per the severity levels of any associated problems/incidents.
- Within each SLA, we can set up priorities and their corresponding level of seriousness. The work hours override associated to that priority can be configured in the workdays module. The SLA will only be active during these specified days and hours. For each priority added, we should be filling in the response target and the resolution target as necessary depending on the severity associated with this priority.
Example Priority Setup
1 is the most serious and there is no limit to the number of levels for each SLA. Below 4 are set up and they vary form serious to no issue, this priority can be changed in any given ticket as it progresses to prioritise them as needed.
To find out more on how to best set up your SLA, you can read our online guideor contact our team herefor more information.
