Enhanced SLA Functionality

Users can now create and track multiple performance metrics from a single SLA. Custom metrics can now be added to SLAs, allowing for additional performance measurements. Create custom metrics using filters, and control precisely what ticket states should count against individual SLA metrics. 

A few examples: 

• Track vendor response time when a ticket status is set to Waiting on Vendor


• Track response time globally, by team, or by individual agent


• Create metrics that apply to tickets based on priority level


• Create a metric for that applies to tickets where a spare device has been issued

SLA based services are services that are based on a service level agreement (SLA). This is a contract between a service provider and the end user that sets out the level of service that the service provider is expected to offer. They define what the customer is going to receive in exchange for their money, although not how the service will be delivered.