Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo.
When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and complete tickets. These are critical to maintaining a positive relationship between yourselves and are configurable in many ways in Halo.
Setting up an SLA
Heading through to the Configuration and clicking on SLA presents you with 3 options, for now click the middle one and click new on this screen.
Clicking new and filling the initial details such as name and the workdays to be used leads you to the settings on the details page.
These determine the behaviour of any tickets with this new SLA
Respond-by is the time from an email from the end-user to the response from an agent
The Priorities tab are the levels of seriousness associated with the SLA. These should be configured as per the severity levels of any associated problems/incidents.
Click ⊕ to add a new priority and decide on the level, often a 1-5 scale is sufficient for most purposes.
Decide on whether this priority uses working days or hours and how many of each and whether they start or end at the next or current working day respectively.
For each priority you also have a resolution target
This is the time from the ticket being opened until final closure whilst not on hold or awaiting external input
Similar to the response targets, these should be filled in as necessary depending on the severity associated with this priority, often these are the same for many levels of priorities
Example Priority Setup
1 is the most serious and there is no limit to the number of levels for each SLA. Below 4 are set up and they vary form serious to no issue, this priority can be changed in any given ticket as it progresses to prioritise them as needed.