Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Service Level Agreements (SLA)

 

Click 'Admin Panel' > 'Manage' > 'SLA Plans'

• Service Level Agreement (SLA) plans are an agreement between you and your customer. They define the length of time before a first response must be sent on a ticket, and the length of time by which the ticket must be closed.

• The system default SLA is applied to all tickets unless you apply a custom SLA. You can apply custom a custom SLA to a ticket category, a ticket stage, or a department.

• You can apply an SLA to a particular customer by creating a ticket filter (‘Admin Panel’ > ‘Manage’ > ‘Ticket Filters’).

• Admins can set alerts if the SLA plan is breached.

Open the SLA interface

• Click 'Admin Panel' > 'Manage' > 'SLA Plans'

Column Headers

• Name: The name of the SLA. For example, you could name plans after the customer to whom they apply.

• Status: Indicates whether the SLA is enabled or disabled. Only active plans have an effect on tickets.

• Grace Period: Shows how long a ticket can remain open before it is marked as overdue. Your team should aim to close tickets within this time period.

• Date Added: The date on which the SLA was created.

• Last Updated: The date and time the SLA was most recently updated.

Select an SLA plan and click 'Enable' or 'Disable' at the top to make it active/inactive.

Add a new SLA

• Click 'Admin Panel' > 'Manage' > 'SLA Plans'

• Click 'Add New SLA Plan' at the top:

 

• Name: Enter a unique label for the SLA. For example, you could name it after the customer to whom it applies.

• Grace Period: Enter the max. length of time a ticket can remain open before it is marked ‘Overdue’. The timer starts from the moment the ticket was submitted.

• Status: Activate or deactivate the SLA. Inactive plans have no effect on tickets.

• Transient: Transient plans are overridden if the ticket is transferred to a department or category with a different SLA. This includes by the default/system SLA.

• Overdue and Warning Alerts: If enabled, you will not get overdue and warning alerts for tickets that breach the SLA.

• Event: Choose whether internal alerts are sent if certain actions are not taken by the end of the grace period.

• First Response - An alert is sent to admins/staff if a ticket is not replied to within the grace period.

• Close - An alert is sent to admins/staff if a ticket is not closed within the grace period.

• Warning Level: Warning levels let you generate alerts before the grace period ends. You can set as many alerts as required. Click 'Add Warning Level' to get started:

• Level – Enter the % of the grace period that must elapse before the alert is sent. For example, if the grace period is 48 hours and you enter 25% here, then an alert is sent after 12 hours.

• Action – Choose whether to send an email or an SMS to the admin, or increase the ticket’s priority level.

• Breach Action: Select the action to be taken if the ticket is not closed in time.

• Hours of Operation: Choose 'Full Support' and 'Business Hours'.

• Full Support - Your support team is considered available to work on the ticket 24 hours per day.

• Business Hours – Support is available during your business hours. You can define your business hours in Settings > System > Business hours.

For example, say your SLA specifies a ‘Grace Period’ of 12 hours, and your business hours are 9 AM – 5 PM, Mon-Fri. If a ticket is submitted on a Sunday, the SLA will start counting on Monday morning at 9 AM (for 8 hours) and continue on Tuesday (for max. 4 hours). The SLA is breached if the issue is not solved by Tuesday 12 PM.

Admin Notes

Add any notes related to the SLA Plan for internal purpose.

• Click the 'Add Plan' button to save your new plan.
  

Edit an SLA plan

• Open the 'Admin Panel' (see the last link on the left)

• Click 'Manage' > 'SLA Plans'

• Click on the SLA Plan name in the list.

The Update SLA Plan screen will be displayed. The update procedure is same as explained above while adding a new SLA Plan.

 

Delete an SLA plan

• Open the 'Admin Panel' (see the last link on the left)

• Click 'Manage' > 'SLA Plans'

• Select the SLA Plan that you want to delete from the list, click the 'Delete' button at the top of the screen and confirm it.