# Service level agreements (SLA)

> [HTML Version](sla-level.html)

Individual [service](services.md) terms are formalized as SLA standards. These standards regulate [request](applications.md) processing times for specific services and enable notifications to managers if processing deadlines are violated.  

In **Service Desk**, the following SLA standards apply to services:  

- Default terms applied to all requests for a service. They are created and stored in the **SLA** app.  

- [Additional standards](#add-extra-sla) defined when creating or editing a primary SLA and stored in the **SLA Priorities** directory.  An additional standard only applies to a request that meets the conditions defined within it:

	- [Priority level](applications.md#priorities).

	- Processing rule.

For example, the primary SLA applies to all requests for the **Email** service. You then add an additional standard that only applies to high-priority requests. When such a request arrives in **Service Desk**, the additional standard will be assigned. All other requests for the service will be processed according to the primary SLA.

In the **SLA **app, records are displayed as a [table](360009923311.md#table) containing key terms: name, linked services, acceptable response and resolution times, and minimum SLA compliance percentage. 

**(service-level-agreements-01.png)**

You can customize [table display settings](360009923311.md#table-settings) and sorting parameters. 

Requests can also be viewed as [tiles](360009923311.md#tiles).  

## Create an SLA

To add a new service level agreement, go to the **SLA** app and click the **+ SLA** button in the upper-right corner.

### Step 1: Fill in the main SLA information

Fill in the fields in the **Main Information** section:  
**(service-level-agreements-02.png)**

- **Name\***. Enter the SLA level name. 

- **Use the work schedule**. By default, SLA depends on company working hours. Select **Yes** to enable a specific [work schedule](work-schedule.md) for operators.  

- **Work schedule\***. Select operator working hours from the [Work Schedule](work-schedule.md) directory.  

- **Service schedule\***. If not using a work schedule, select company service hours from the **Service Schedule** [system app](system_objects.md).  

- **Calculate standard performance indicators\***. By default, standard time tracking starts from request [classification](classification.md) until resolution. To reset the SLA timer if the service changes, select **From the date of request classification**.  

### Step 2: Add an additional SLA standard

The default SLA applies to all requests for a service. In the **SLA standards calculation mode**\* field, specify additional standards that will take priority for requests with certain characteristics. For example, a high-priority request or one from a specific counterparty may be processed faster than specified in the primary SLA for the service.

Additional standards can be selected for an SLA based on one of the following criteria:

**(service-level-agreements-03.png)**

- **By rules**. Select or create a standard that defines processing times for requests that meet the rule specified in the standard.  
  
To create a new target, click the **+ Create** button. In the creation form that opens, specify the request processing rule from **SD Rules** > **Rules**, as well as the operator work schedule and the standard response and resolution times for requests.

- **By priority**. Select or create a standard that applies to requests of a specific type and priority.  
  
To create a standard, click **+ Add Priority** and in the form that opens, specify the request priority level and the standard response and resolution times for requests.

Click **Add** to attach the additional standard to the SLA.

### Step 3: Set the standard processing time for requests

1. Fill in the fields in the **Standard Reaction Time** section:

- Set the timeframe for operators to acknowledge requests, e.g., **1 hour** or **3 days**.  

- **Action in the event of a breach\***. Choose the response to violated deadlines: **Not required**, **Notification in the system**, **Notification in the system and email alert**, or **Email alert and task in the system**.  

	- **To\***. If selecting alerts in the **Action in the event of a breach **field, specify recipients: the responsible for the request, an arbitrary user, or both.  

	- **Users\***. If selecting an arbitrary user, specify them.  

- **Reminder**. Enable reminders before the deadline of the response to the request:  

	- **Reminder type\***. Specify where the user will see the reminder. Choose **Notification in the system** or **Email alert**.  

	- **To\***. Specify who will receive the reminder about the expiring response time for the request: the responsible for the request, an arbitrary user, or both.

	- **Users\***. If selecting an arbitrary user, specify them. 

	- **Calculation of reminder time\***. Select when to send an alert. Set as minutes remaining or a percentage of total response time. E.g., if you set **50%** of a **2-hour** deadline, the alert will be sent 1 hour before the response deadline.

2. In the **Scheduled Resolution Time** section, set the deadline by which the operator should process the request. The standard is configured in the same way as the **Standard Response Time** section. Then fill in the additional fields:

- **Start resolution time\***. Define when the resolution timer should start:

	- **Simultaneously with reaction**. The standard resolution time includes the response time and is counted from the moment the request enters the system.

	- **After reaction**. The resolution timer starts only after the operator has started [working on the request](accept-application.md).

3. In the **SLA standard **section, define the allowable violation percentage for requests over a set period. Fill in the fields:

- **Action in the event of a breach\***. Choose the response for unmet SLA standard: **Not required**, **Notification in the system**, **Notification in the system and email alert**, or **Email alert and task in the system**.  

- **To\***. If selecting alerts in the **Action in the event of a breach **field, specify recipients of the alert about the SLA standard violation. You can select a user, group, or org chart item.  

- **Daily time for checking the normative\***. Set when SLA compliance is verified.  

- **Over what period is the standard checked?** Define the SLA compliance evaluation timeframe.  

4. Click **Save**.

## Edit or delete an SLA

Users with [edit permissions](360007527512.md#assign) can modify existing terms: adjust response and resolution times, update violation actions, etc.  

To edit, open the SLA page and click **Edit**.

After changes, click **Save**.  

To delete, click **Delete** on the SLA page.