SLA

Service Agreements

This page allows you to manage your different SLAs within SysAid.

If this is your first time using SysAid SLA/SLM, please read our introduction to the SLA/SLM module.

Creating and modifying SLAs

To create a new SLA, click the new icon.

To modify an existing SLA, click on the SLA in the list.

For further instructions on creating and modifying SLAs, go here (AgreementEdit.htm)

 The list of your SLAs

Which SLA is applied to a service record?

1. SysAid first looks to see if the request user of the service record has an agreement.
2. If the request user has no attached agreement, SysAid will look to see if the request user's company has an attached agreement.
3. If neither the request user nor the request user's company have an attached agreement, SysAid will use the default SLA for the service record.

The SLA of a service record is connected to the Request User for that service record. Therefore, if the Request User changes, so does the attached agreement.

Note: If you have only one SLA for your entire helpdesk, you can use the default SLA for everything. In this case, there is no need to assign users or companies to an SLA, as they will all use the default SLA.