Introduction to service level management

BEFORE YOU BEGIN  This feature may be hidden in your Autotask instance because it is not activated. If so, you can activate it on the > Admin > Admin Categories > Activations page. Refer to Activations.

In Autotask, service level management uses service level agreements (SLAs) to define your company's standards for service delivery, and then automatically monitors your success in meeting those standards. There are four key components to service level management:

  • Set standards for the amount of time it will take your service team to resolve various types of issues, for example, how quickly you will respond to and resolve a critical server issue
  • Specify those standards in Service Level Agreements (SLAs) that you can present to customers or use internally to define your service objectives

NOTE  Your company must decide whether to present service level agreements to customers as a goal or a contractual obligation.

  • Associate the SLAs with tickets and contracts to apply the specified standards to the services you provide to customers
  • Use Autotask data to measure your success in meeting your SLA objectives and goals

About service level agreements in Autotask

Whether you create and manage SLAs, or work on tickets associated with an SLA, you should be familiar with these basic elements.

Using service level agreements