Add Service Level Agreements

Use the Company form to add Service Level Agreements (SLAs).

The MSP organization will agree to certain SLAs with each Company with which they have a contract. Each Company can be assigned multiple SLAs. On the Overview page, you will assign a Default SLA as the starting point for each Company.

The Default SLA assigned at the Company level has several purposes:

It is the starting point for all Incidents/Service Requests associated with this Company.
When set at a Parent Company record, it auto-populates as the Default SLA on all Child Company records created.
The Default SLA can be changed at each Child Company record, but it auto-populates as the Default as a starting point.
The Default SLA set at the Company record also auto-populates as the Default SLA on all Customer - External records linked to the Company.
The Default SLA can be changed at each Customer - External record, but it auto-populates as the Default as a starting point.

To add an SLA to the Company and set the default SLA:

Assign an SLA to the Company

Select the Assigned SLAs page.
Either select New SLA to create a new SLA, or select the Link record button to link an existing SLA.
If you select Link, the SLA Selector window opens.
Choose the SLAs to link to the Company record.
Select OK.
The Service Catalog items are linked to the Company record.
Save the Company record.

Select a default SLA

Select the Overview page.
Under Details, select an SLA from the Default SLA Subscription drop-down menu.