Service level agreements

Updated 5 months ago by Johnson Vo

Create granular Service Level Agreements (SLAs) on requests in atSpoke. SLAs live under each team and can help you monitor performance and track team's goals. Here's how to get started.

Service Level Agreements are available on our Team, Business and Enterprise plans.

Adding SLAs

  1. Select Teams from the side navigation and click into a team you'll be creating an SLA for
  2. Select SLAs
  3. Add a new SLA
Only team members can view a team's SLA tab but any team member or admin change create, edit, or adjust a team's SLAs.

Setup

Once in the SLA creation window, there are a few things to note. Metric is one of two metrics being tracked: First response time and Resolution time.

We have two options for when an SLA is breached: notifying the request assignee or all team members.

Conditions are the situations a request must have to be triggered. You can apply Request Type and Schedule conditions to all, assigned, or unassigned requests.

Goals are the heart of an SLA. Here we can define how much time may pass before an SLA is triggered. If an SLA is breached, a tag must be applied to that request.

Once you're happy with your new SLA, go ahead and click Create SLA.

SLA metrics

Easily monitor performance of your team and SLAs with our Team Performance Dashboard

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