SLA Settings

SLA or Service Level Agreements help you set a standard of service and performance that you plan to offer for every team.

• Customize your SLA policies and business hours per your service delivery model at a Collection level.

• Track your team's performance using some of the curated metrics in the reporting section.

To access and customize the SLA settings, navigate to the Settings > Business Schedules & SLA > SLA Policies as shown below:

Business Schedules

1. Set Business Days & Hours: Set your Weekly Hours by selecting your time zone, operational days and hours. Metrics are calculated only during this timeframe.

   1. You can also set your Business Holiday by following the below steps:

      1. Click on Add Holiday

      2. Provide a Name for the Holdiay

      3. Select the Start Date and End Date.

   While calculating the support metrics, ClearFeed would skip the holidays you have configured. Both the start date and end date are considered as Holiday(s).

2. Create Multiple Schedules: Add various business schedules (e.g., weekend support) and assign them to specific collections for tailored needs (learn how to link a schedule to a Collection).

3. Manage Schedules: Expand a schedule to View/Edit or click Remove to delete it.

Schedules that are already linked to a Collection cannot be deleted. Please unlink the schedule from the Collection first if you wish to delete it.

SLA Policies

You can set the following target service levels for different priorities:

1. First Response Time - The time gap between when the requestor raised a request and when the responder sends their first response.

2. Resolution Time - Resolution time refers to the total time required to Solve a request.

3. One Touch Resolution - This metric allows you to add the total number of responder responses within which the responder can resolve or close the query.

Collection Level SLAs

1. By selecting Add SLA Policy, you can add multiple SLA policies to align with your specific requirements and configure them at a Collection level. Learn here on how to configure SLA Policies for particular collections.

2. To delete an SLA Policy, expand the SLA Policy you intend to delete and click on the Delete option located at the bottom.

You cannot delete an SLA Policy if it is linked to any collection

SLA Settings

• SLA settings only apply during business days and hours.

• Read more about how the metrics are calculated here.

• The SLA can be configured at minutes or hours granularity.

Pro Tip: If you set up a service level target for the first response at 60 minutes, then you should set up a workflow driving an alert of no response to a request at 45 minutes to the triage channel or a shared slack channel so that the team can be alerted and respond to the same in time.