Service Level Agreements

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Introduction to service level management

If your company uses service level management, all resources who create, manage, or work on tickets will work with service level agreements and should review this topic.

Configuring Service Level Management

Service Level Management is available to all customers, but before you can get started, you need to complete a few configuration tasks. This topic will show you how.

Adding and editing service level agreements

Learn how to enter and save general SLA information and define the objectives for the SLA.

Managing service level agreements

Learn how to use the Service Level Management page, which lists all of your company's service level agreements in Autotask.

Applying service level agreements

This topic discusses how to apply SLAs to customer work by associating an SLA with a ticket, and how to automate assigning SLAs.

Managing tickets under service level agreements

SLA-associated tickets can have up to three separate deadlines before the ticket is completed. Those deadlines are based on SLA objectives that can change. Find out which tools in Autotask can help you manage SLA-related concerns.

Find reports on SLA performance

This is where you'll find the SLA reports you need.