Create a Service Level Agreement

Service Level Agreements or SLA for short is a level of service your customers expect from you. For example, if you want to reach back out within 4 hours that can be created as an SLA that needs to be met.

In order to create an SLA, you can:

Navigate to Routers
Create a new router or click on an existing router
Select SLA
Click Create SLA
Enter the Name of the SLA
Select the SLA Field that will be the rule that needs to be met
Select the SLA Field Operator and Value
Chose the Time before an action is executed if the SLA is not met
Chose the Action that will occur if the SLA is not met
- Send email to assignee
- Send SMS to assignee
- Re-assign
  - This will re-assign to another user in the router based on availability