SupportCalls menu > Settings > Service Level Agreements (SLA)

SupportCalls System allows helpdesk managers to set and maintain SLA standards in the organization. Within the Outlook case form, managers can enforce or change a SLA on a support case based on escalation requirements. Additionally, SLAs can be assigned automatically to newly created cases. For example, in Customer Web Service (CWS) website, end-users submitting support request via a webform would select a problem category and type along with other information. When the submitted support request is processed in SupportCalls in Outlook, the default SLA specified for that combination of Problem Category and Type fields is enforced to the case.

As a support case approaches an SLA Management breach, the case item appears red in the Outlook view, as well as escalation alerts, either as email or SMS message are sent out to the concerned technicians and supervisors. This prevent any issue or request from ever falling through the cracks and allows your team to effectively stay on top of any support cases approaching the breach of a Service Level Agreement.

	A SLA have two main parts - response time and priority level. The priority options are - Low, Normal and High (as available in Outlook). The Response Time can take any one of the following values: 1-hr resolve within an hour 2-hrs resolve within 2 hrs 4-hrs resolve within 4 hrs 8-hrs resolve within 8 hrs 10-hrs resolve within 10 hrs 12-hrs resolve within 12 hrs 1-day resolve within a day 2-days resolve within 2 days 4-days resolve within 4 days 5-days resolve within 5 days When a SLA is enforced to a support case, the due date of the case automatically adheres to the specified response time of the SLA. The Importance field of the case also gets affected as per the specified priority level of the SLA. If the case is not fulfilled within the response time, a SLA breach would occurs, which would in turn send escalation emails or SMS to the supervisors.
	This drop-down lists all the available technicians of the helpdesk.
	Adds the selected technician to the supervisors list.
	Removes the selected supervisor from the list
	The supervisors list - technicians who would be notified when a SLA violation occurs.