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Overview of SLA support in Kayako

An SLA (Service Level Agreement) is an agreement to meet targets for replying to the tickets by your Staff members, for giving support to your clients. For example, if an SLA plan with an Overdue hours of 2 hours is created in Fusion or Case for your Sales department, then the tickets which are applied that SLA must be replied to within 2 hours, during a set of specified working hours (known as a schedule), otherwise they will be marked as overdue.  

SLA plans in Fusion and Case provide a powerful and effective mechanism by which you can make sure you and your desk staff maintain certain support standards for your clients across a department or set of departments.

They can also be combined with escalation rules (see escalations) to escalate in some way when becoming overdue (such as moving department, changing priority, changing status or assigning to a specific staff user and so on). An SLA plan can be assigned to a user account, to a specific ticket or applied to an entire department. A plan can also be specific to a group of ticket priorities and statuses, within a department. Mail parser rules (see mail parser) can also be used to assign an incoming ticket or ticket reply a certain SLA plan.

When a ticket has been assigned an SLA plan in some way, the time counter that counts how many hours the ticket has not been replied to, will only run during the schedule hours associated with the ticket's SLA plan. Put simply, an SLA plan governs the due time of a ticket. An SLA enables you to define your user’s expectations of your support centre.

Kayako helps you define, manage and report on your response times. You can create multiple SLA plans and specify which tickets they govern by selecting a department, ticket status and ticket priority. You can also assign SLA plans to users and specific tickets. This allows you to run effective „open hours? (we refer to them as schedules) of different types, ensuring that tickets do not get submitted out of your open hours and run overdue.

Work schedules

An SLA plan is associated with a schedule. A work schedule defines the hours in a day in a week during which the due time clock on a ticket will not count, so that tickets do not go overdue while your offices are closed. Multiple work schedules can be created and only one can be assigned to each SLA plan.

Escalation rules

An escalation rule is a set of prescribed actions that will be automatically carried out on a ticket that violates its SLA plan (goes overdue). These actions can, for example, include changes to ticket properties like the ticket’s owner and priority. An escalation rule can be assigned to a specific SLA plan, meaning it will only affect tickets governed by that plan.

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