Service Level Agreement (SLA)

In simple terms, SLA (Service Level Agreement) in Frappe Helpdesk is a way to define the expected time frames within which your support team must respond to or resolve a customer's issue. It is essentially a promise made by the support team to the customer, outlining how quickly they can expect their issue to be handled.

Key Feature of SLA

Response Time: The time it takes for an agent to first respond to a customer's ticket after it has been submitted.
Resolution Time:The time within which the issue must be fully resolved and the ticket closed.
Priority-Based SLAs:SLAs can be set differently based on the priority of the ticket. For example, critical issues may need to be resolved faster than minor ones.
Tracking SLA Compliance:Frappe Helpdesk automatically tracks the time elapsed and alerts agents if the SLA time is about to expire, helping ensure timely service.
Customer Expectations:Setting and managing SLAs helps create clear expectations for the customer, ensuring that their issues are addressed promptly.

Creating an SLA

1.Access SLA Settings

First, log in to your Frappe Helpdesk system.
Go to the Helpdesk section and search for SLA in the settings or find it under Settings > SLA.

2. Create a New SLA

Click on New to start creating your SLA.
You’ll need to enter a few important details:

Name:Give your SLA a name (e.g., "Standard Support SLA").
Ticket Type:Choose the type of issues this SLA applies to (e.g., incidents or requests).
Priority: Select which priority levels this SLA covers (e.g., High, Medium, Low).
Response Time:Set the maximum time allowed for a support agent to respond (e.g., within 1 hour).
Resolution Time:Set the maximum time allowed to resolve the issue (e.g., within 24 hours).

3. Set Business Hours (Optional)

If your team only works during certain hours, you can set working hours for the SLA. This way, response and resolution times will only count during those hours.

4. Define Actions on Breach (Optional)

If the SLA isn’t met (e.g., the response or resolution time is exceeded), you can set actions, such as sending an alert to your team or escalating the ticket for further attention.

5. Save Your SLA

Once you’ve filled out all the necessary information, click 'Save' to create the SLA.

6. Apply SLA to Tickets

After the SLA is created, it will automatically be applied to tickets based on their priority. You can also manually assign an SLA to specific tickets if needed.