Creating Service Agreements

A service agreement is an agreement between the help desk and users. The service agreement defines a required level of service for the users.

A service agreement can be with individual users (contacts), with all users in a department, with all users in a company or apply to everyone (Global).

Global Service Level Agreements

If you would like to define an agreement that will be applied for all issues that don't fall under other agreements for users, departments or companies, select Global for who the agreement is with. To override the global agreement for specific scenarios, you can still define agreements for certain users, departments or companies.

 

To create a service agreement:

1    In HelpDesk Web Admin, click the SLA tab.

2    In the project list, click a project. (Each project has its own service agreements.)

3    Define a service type. (Each agreement covers a specific type of service, such as Network, Software, or Hardware service.)

4    In the Service Agreements section, click Add.

5    In the Add Service Agreement dialog, enter the required information:

Agreement Name The name used to identify the agreement.

Agreement Description Allows you add some notes or comments related to the agreement. Note that you can also attach documents to an agreement.

Agreement is with a A service agreement can be with individual users (contacts), with all users in a department, all users in a company or everyone (Global).

Agreement Customer Depending on whether the agreement is with a contact, a department, or a company, this list includes all the possible users, departments, or companies. If the agreement is global, this list is disabled.

Reporting Period Choose whether reports for this agreement are weekly, monthly, quarterly, semi-annual, or annual. The reports are available from the Service Agreements section of the SLA tab (click the Reports button).