Configuring Service Level Management

Service Level Management is available to all customers, but before you can get started, you need to complete a couple of configuration tasks.

Refer to Introduction to service level management for details on getting started with SLA management.

• Define the hours during which the SLA clock will be running. Refer to Establishing business hours for service level agreements.
• Map your ticket statuses to SLA events. Refer to Mapping ticket statuses to SLA events.
• Create at least one Service Level Agreement. Refer to Adding and editing service level agreements.

For tips on how to configure Autotask to apply SLAs automatically, refer to Configure Autotask to apply SLAs automatically.