What is an SLA and how do I set one up?
Click to Enlarge: Add SLA Page Service Level Agreements (SLAs) allow flexibility in the amount of support provided to your customers. When you create an SLA, you can define the duration of the service agreement or the number of incidents that can be submitted by the contact or organization. In addition, granting privileged access to contacts or organizations is accomplished with an SLA. The bottom section of the SLA allows you to define which access levels the contact or organization can view. When an SLA is actually issued to a contact or organization, the specific item associated with the contact or organization record is called an SLA Instance. Therefore, several SLA instances can be generated from the same SLA that is defined in the Service Level Agreements table. For more information on applying SLA instances to contacts and organizations, refer to Answer ID 1944: Applying SLAs to Contacts or Organizations. Note: In 8.0 and later releases, the SLA field can be removed from specifi
