What is an SLA?

An SLA (Service Level Agreement) or Service Level Contract is defined as:
A document that outlines the level of service expected between a service provider and the customer, it details the nature, quality, and scope of the service to be provided.
An SLA aims to measure the agreed level focusing on scheduled times of response and resolution service.

ServiceTonic has 3 types of SLA defined by ITIL:
 Customer-based SLA
 Service-based SLA
Multi-level SLA (Coexisting SLAs): Customer-based SLA o business area, Service-based SLA y Corporative SLA.
Moreover, ServiceTonic offers the Contact SLA:
Contact-based SLA, which only applies to a specific user who receives the service.
Whatever the SLA agreed with your customer is, you can define and manage it with ServiceTonic.
If you do not use any SLA, do not hesitate to create one, it will help you to properly measure the levels of service delivery. This is the first step to improving and enhancing the quality index or KPIs.

What is a Customer-based SLA?

It is about enforcing the agreed SLA toward a specific customer and every service they use. In other words, it happens when there is an SLA for many services from the same customer or business area.

Customer-based-SLA Example

Imagine that your business is using certain SLAs depending on the type of requests made by customers. For example, an SLA for hardware incidents, one for software, one specific for queries and new applications, etc. These SLAs apply to all customers automatically.
On the other hand, if we are about to close a deal with a new client, who has special needs from the rest, we would need a more restrictive SLA. With ServiceTonic you can maintain the adopted service-level agreements and add specific SLA to your new customer without interfering with the rest.

ServiceTonic lets you reach the level of detail your customers need, having multiple SLAs for each of them.

The adaptability of ServiceTonic lets you:

Define as many SLAs as you need.
Assign a schedule to your SLA, even multiple schedules.
Apply them to a customer, service or based on any criteria you need.
Apply it to a specific user or contact.
SLAs that account until the end of the day

How to apply them?

Once you know the needs of your customer, you can define the SLA in:
Administration → ServiceDesk → Service Levels
In order to indicate a ServiceDesk SLA, check “SLA item”.
Add the necessary criteria to only apply to a particular Company, look at the following example picture:


When handling a request for this customer, the defined SLA will be applied:

Use the magnifying glass icon to see the features of the SLA: