NSP provides a business rule called SLA to create and monitor Service Level Agreements. SLAs are based on the average response time and resolution time of the tickets. The support team of the organization plays important role to meet the service level goals and service level performance.
You can define SLA service targets in NSP so that the Agents can monitor the service level performance and meet their service level goals. The tickets breaching the SLA are quickly identified and monitored.
NSP provides three different components of the SLA to create and manage the SLA targets. These three components are: Agreements, SLA Conditions, and SLA Thresholds. All of these components can be accessed using tabbed interface provided on this page.
To access SLA in NSP, go to Configurations > Business Rules > SLA.
When SLA is clicked in left navigation bar, the SLA components are displayed in the tabs. By default, Agreements tab is selected.