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Last Modified: 25.06.2015

Service levels can be configured on the Support levels (SLA) page (Services -> Helpdesk -> Support levels).

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SLA defines:

  • ticket response time (i.e. time within which a ticket is to be replied);
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  • user groups that can expect this quality of support;
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  • accessible categories and ticket emergency levels as well as ticket response ranks.

    For example, users with a common SLA can create tickets with low emergency level, while the Partners SLA clients can create tickets with low, middle and high emergency levels.

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  • some other parameters.

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