Configure SLA Priority 1 response (15 minutes)

[Sonu Parab]

Hello All,

We have following  requirement for SLA creation.

1] Create SLA response time for  Monday to  Friday from 8AM - 8PM (EST). 
2] Provide Target Response Times depending on a Priority Scale of 1-4.
3] Customers should expect a response when contacting with
Priority 1 of 30 Minutes,
Priority 2 of 4 Hours,
Priority 3 of 1-3 Business Days,
and Priority 4 of 3-5 Business Days.

Thanks.

[AndersBGS]

Hi @Sonu Parab ,

Where do you experience issues in above requirement? SLA creation should be made on the SLA definitions. Here you can create both response and resolution SLAs.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Harish Kota]

Hi @Sonu Parab 

-> Create schedule first and add child schedules based on holidays.

-> Create SLAs in the contract_sla table, like below.

Kindly let me know, if you need more information.

Please Accept as solution, if the information is useful for you.

Thanks,

Harish Kota