The SLA (or Service Level Agreement) Clock refers to the timeframe during which a service provider commits to meeting a certain level of support, displayed in hours, minutes, and seconds.
The SLA Clock initiates automatically when a case status is set to Open.
It runs continuously unless the status changes to Draft, Waiting Diagnostic, Scheduling, Resolve, or Closed, concluding with the case’s closure.
Manually Stop SLA Clock
You can also manually stop the SLA clock. There are different reasons that might warrant this clock to stop, such as waiting for a customer to respond.
Once you click the “Stop SLA Clock button you will be prompted to indicate a reason from a drop-down list.
Edit Timer Stop Reasons
You can modify this list under:
- Settings > Account setup > Help Desk Settings > Timer Stop Reasons.
- You can add a new reason to stop the SLA clock by clicking the Add timer stop reason button.
SLA OK Threshold
The SLA OK Threshold signals when the SLA time limit has passed.
For instance, with a 1-minute SLA, the status flags as not okay after 1 minute.
Set Up SLA OK Threshold
Establish the SLA OK Threshold when configuring Support Levels.
To set up support levels:
- In the main navigation click on Settings > Account Setup > Platform Settings.
- Click on the Support Levels tab.
- Click on the Add Support Level button.
- Enter the SLA OK Threshold in minutes (e.g., 1440 minutes for a 24-hour SLA).
Learn more about setting up Support Levels.