Awesome Support Documentation

Introduction To Service Level Agreements

The Service Level Agreements add-on for Awesome Support allow you to set a due date on your tickets based on the attributes of the ticket.  It will then send email alerts as the due-date for the ticket gets closer.

A service level agreement profile (or policy) is the basic building block that you’ll need.  Once set up, you can apply it to PRIORITIES, CHANNELS, USERS and more.

New Tickets

When a ticket is received, Awesome Support will search for an applicable SLA in the following order:

  • SLA Category
  • Priority
  • Custom status
  • Department
  • Channel
  • Company Profile (coming in the 3rd quarter of 2018)
  • User profile

Once an SLA is found, it is applied to the ticket and the due date calculated and applied to the ticket as well.

Existing Tickets

Certain updates to a ticket will cause the SLA profile attached to the ticket to be changed and a new due date calculated.  Here are some changes that might trigger this:

  • If a ticket is added to an ISSUE and the ISSUE has an SLA policy attached to it, the ticket will then adopt that policy and the due date recalculated.  Note that the SLA Policy associated with the issue will over-ride all other policies!
  • If the ticket SLA Category, Priority, Status, Department, Channel or Company profile is changed then the SLA might change.  For example, if a ticket did not have a priority but suddenly was assigned one and that priority had an SLA profile associated with it, then the SLA will apply to the changed ticket and a new due date calculated.
  • The agent or admin makes a manual change to the SLA policy that is assigned to the ticket (agents require an appropriate security level in order to make this kind of manual change.)

Terminology

In this help document we use the terms SLA POLICY, SLA PROFILE and SLA ID interchangeably – they all refer to the same thing which are the SLA records you set up in SERVICE LEVEL AGREEMENTS->ADD NEW