Managing SLAs for requests
Service level agreements (SLAs) offer clear expectations and accountability for requests. This way, requesters know how long they have to wait for their request to be addressed and resolved, and service teams can prioritize their workload based on these expectations.
Why SLAs are important
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Expectation management - SLAs define agreed-upon response and resolution times for different types of requests or incidents. They set clear expectations for employees regarding the timeframes within which their requests will be addressed.
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Prioritization - SLAs typically assign different priority levels to requests based on their urgency or impact on the business. This allows organizations to prioritize and allocate resources effectively, ensuring that critical requests are addressed first.
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Performance measurement - SLAs provide a benchmark against which the performance of the request management team can be measured.
Every team can define their SLAs, based on the processes, in their workspace. We’d recommend that you publish these SLAs to your employees so they can tailor their expectations.
Setting up SLAs
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Go to Settings > Your workspace > SLA.
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Click on Add policy.
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Enter a name and description for the SLA policy so your teammates know what the policy is for from the SLA list page.
