Using SLA's (Service Level Agreement) on issues is a way for you to make sure your team(s) live up to defined service levels, such as to:
- Make sure you always reply back to a customer within 2 days if you receive an email from them
- Make sure that you reply to a RFQ's from new customers within 6 hours
- Make sure that an incident is resolved (problem fixed or have a workaround) within 24 hours after we have received it
- Handle issues regarding some products/services quicker than for other products/services
- Handle issues for some customers quicker than for other customers.
In many cases this is also used for specific service agreements with your customers (External Clients or internal departments/organizations) and it often concerns a specific service, such as:
- Customer A have GOLD SLA for service 1 and SILVER SLA for service 2.(You could define GOLD and SILVER SLA's with different SLA Targets)
- Customer B have GOLD SLA for service 1 and service 2
SLA's are associated with issues via contracts, where a contract can specify which SLA should be used for issues from a specific user or from a specific company.
If you have different SLAs for the same user/company, they can be for different products/services/assets. If the system cannot match an issue from a user/company to a specific SLA via a contract, it will use a default SLA instead, if any.
If you are not using contracts, then you can use a default SLA and use that for all issues.