Editing SLA levels
The service agreement record
To edit the details of the service agreement levels, click the goto button on the relevant row for the level item you wish to edit.
Note that edits will not be allowed if they conflict with other existing levels within the same agreement!
The service agreement level record
On the individual service agreement level record you can adjust...
- The level name
- The response time and resolution time
- The number of the level
- The priority this level relates to
- Any additional notes about the level
- The specific days and times that this level applies to
- Whether the level applies to specific working hours only