Managing Service Level Agreements (SLAs)
Managing compliance to customer service level agreements (SLAs) is a key part of managing a service desk. KronoDesk lets you define a different SLAs for each combination of ticket priority and ticket type:
The two SLAs you can define per priority are:
- Reaction Time: This is the maximum allowed time from when a ticket was first logged by the customer, to when either the ticket was assigned or an initial holding response was given to the customer. The SLA excludes any time outside of the defined working hours (see next section).
- Resolution Time: This is the maximum allowed time from when a ticket was first logged by the customer, to when the ticket is resolved. It excludes any time when the ticket was waiting on the customer for a response.
Viewing the Ticket SLA Compliance
When you display the list of tickets, you can choose to show the special ticket SLA columns:
The following columns are available:
- Reaction Time: This is the amount of working time spent so far on the specific ticket prior to it being assigned or reacted to. If the time spent has exceed the SLA, the time will shown with a red background.
- Reaction Time Remaining: This is the amount of time remaining on this ticket before the reaction time SLA is breached. If breached, the time will become negative and the background will be shaded red.
- Resolution Time: This is the amount of working time spent so far on the specific ticket prior to it being resolved. If the time spent has exceed the SLA, the time will shown with a red background.
- Resolution Time Remaining: This is the amount of time remaining on this ticket before the resolution time SLA is breached. If breached, the time will become negative and the background will be shaded red.
Defining the Working Hours for SLA Compliance
KronoDesk lets you define the standard working hours, which are used when measuring times against the defined SLAs:
You specify the start and end time for each day of the week. If you leave the times blank for that day, it's considered a non working day (e.g. Saturday and Sunday would be left blank if weekends are considered non-working days).
To account for public holidays and other special non-working days, there is an additional section you can use to account for those:
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