Service Level Agreement

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider.

SLAs are output-based, their purpose is specifically to define the timeline in which the Customer will receive the service. SLAs do not define how the service itself is provided or delivered.

Creating an SLA

1. Switch to Desk: Switch to the desk view by clicking the profile button in the top left corner and selecting "Switch to Desk."
2. Access SLA Master: Go to "HD Service Level Agreement" and click "Add HD Service Level Agreement"

3. Define SLA Details: Fill in the following information:

   • Start & End Date: Specify the date range during which the SLA will be active.
   • Condition (Python Expression): Enter a Python expression to determine when the SLA applies. For instance, you can use doc.status == "Open" to only set SLA for Open Tickets.
   • Priorities Table: Define communication statuses and their corresponding first response time durations. The SLA will enforce the specific duration based on the communication status.
   • Holiday List: Create and link a holiday list to exclude holidays from response time calculations.
   • SLA Paused On: Set the statuses on which you want to pause SLA in the SLA document. You can also add custom statuses here. When the status of the issue changes back to a non-hold status (which is not configured in the "SLA Paused On" table), the Total Hold time field will be set in your Issue document. The Response and Resolution time will be recalculated by adding the hold time, thereby restarting your SLA timers.
   • SLA Fulfilled On: Set the statuses on which you want to fulfill SLA
   • Working Hours: Set working hours for each day. Only communication received during these hours will be considered for calculating the first response due time.
4. Enable the SLA: Once you've configured the SLA details, ensure it's enabled.

Benefits of Using SLAs

SLAs offer several advantages for your sales team:

• Improved Response Times: By establishing clear response time goals, SLAs encourage prompt communication with potential and existing customers, leading to better engagement and conversion rates.
• Enhanced Customer Satisfaction: Timely responses demonstrate your commitment to customer service, fostering trust and positive client relationships.
• Streamlined Workflow: SLAs help prioritize communication tasks, ensuring your team focuses on the most critical tickets within designated timeframes.
• Performance Measurement: SLAs provide a benchmark for evaluating your team's responsiveness and identifying areas for improvement.

By effectively utilizing SLAs in Frappe Helpdesk, you can empower your support team to deliver exceptional customer service and achieve optimal performance.