Service Level Agreements (SLA)

An easy way to stay on top of your service commitments to your customers!

The Awesome Support Service Level Agreement module allows you to calculate a due date for tickets based on your contractual obligations to your customers.  Each customer can have a different contractual due date and that due date can be overridden based on the priority, status or channel that the ticket arrived on.

Benefits Of Using The Awesome Support SLA Add-on

If you’re servicing corporate customers or if you’re charging for your support services then you need to keep track of when tickets are due based on the promises you made to your customer.  With this module you can:

  • Set due dates automatically
  • Set up unlimited email alerts to various stakeholders as tickets get closer to their due date
  • Specify a cut-off time for tickets to be received in order to be due the same day
  • Create a holiday calendar so that those days can be excluded when calculating due dates
  • Set up work week-days for your business

 

View Tickets That Are Due Today or Tomorrow

With the Awesome Support Service Level Agreements extension its easy to keep on top of tickets that are coming due.  Just select the appropriate filters directly from the familiar ticket list that you and your agents have been using all along.

Email Alerts

You can set up an unlimited number of email alerts for each SLA.  Alerts can be sent as a ticket gets closer to breaching its due date.  Each agreement can have its own set of alerts and be personalized with the standard Awesome Support EMAIL template tags.

Specify Work Days

Due dates on tickets can exclude standard non-work days such as weekends.

Specify Holidays

Due dates on tickets can exclude holidays based on your custom holiday calendar.

A Powerful Extension

The Awesome Support SLA add-on is a powerful tool that helps you track and meet your commitments to your customers.  Get it today and see how much easier it is to stay on top of your service commitments!

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

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Basic System Requirements

  • WordPress Version 4.4 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 5.6, (7.1 or later recommended)

Additional Requirements

There are no additional requirements for this item.

Documentation

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

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Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

Changelog

1.0.4

  • Tweak: Implemented action hooks from email support and rules engine to make sure that updates from those add-ons trigger an sla recalculation.
  • Tweak: Updated description for time in alert to make it clearer what that means.
  • Fix: Only allow numbers in the time fields used in alerts
  • Fix: Initialize a variable before using it since not all logical paths will lead to it being defined.
  • Fix: Cron Schedules array needed an is_array check before attempting to use it as an array

1.0.3

  • Fix: Remove another closing PHP statement in a file that was causing silent faitures when adding a taxonomy item.
  • Fix: Removed some errant blank lines that were contributing to some silent failures when adding a taxonomy item.
  • New: Added ability to sort and filter by the SLA on the ticket list

1.0.2

  • Fix: Restrict the test due date metabox to just users with the ticket_sla_admin capability.
  • Fix: Changes to the SLA ID on the ticket is now logged
  • Fix: Due date alerts are only sent for open tickets

1.0.1

  • Fix: SLA Categories now work
  • Fix: Use multi-site compatible functions to get SLA ID from the user profile
  • Fix: Conversion calculator will now only allow numerics
  • Fix: Recalculate due dates button now works.

1.0.0

Initial Release

Known Issue: SLA Category is not currently enabled.