A Service Level Agreement (SLA) is an agreement between a service provider and a customer that outlines the expected level of service to be consistently delivered. SLAs usually encompass aspects such as service quality, service availability, and the responsibilities of the provider. In the context of customer support, a service level agreement specifies the timeframe within which a provider is obligated to respond to a customer's service request.

What happens if the SLA is not met?

SLAs typically include predefined penalties that may be imposed if the service provider fails to meet the specified terms. In the Grogu Desk system, tickets that exceed the SLA deadline are automatically categorized into a distinct folder labeled "Overdue." It is crucial for agents to actively monitor this folder as a priority.

How to create SLA Plan?

Creating an SLA plan in Grogu Desk is a straightforward process. When creating an SLA, you can specify the plan's name and grace period (choose from a predefined list of timeframes). Once the SLA plan is created, it needs to be assigned to the relevant topic.