Service level agreements
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.
- Select Teams from the side navigation and click into a team you'll be creating an SLA for
- Select SLAs
- Add a new SLA
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.
Easily monitor performance of your team and SLAs with our Team Performance Dashboard