Service Requests: How to Add/Edit SLA's

This user guide outlines how to add and edit SLA's from the Service Requests setup page.


Refer to the video below for a demonstration of the service requests setup page:
Service Requests: Setup Page Overview



A Service Level Agreement (SLA) is a contract between you and your residents that specifies performance measures for support by ticket priority.


Settings from top to bottom

1. Enable or Disable SLA's

2. Configure business hours (24x7 vs 9am -5pm)


To edit the 'First Response' or 'Resolution Time' policy, click on the pencil to the left of it:


First Response


Resolution Time


Once enabled, the resolution time will appear in the top right corner when responding to a service request as shown below



Additional Resources


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