This user guide outlines how to add and edit SLA's from the Service Requests setup page.
Refer to the video below for a demonstration of the service requests setup page:
Service Requests: Setup Page Overview
SLA
A Service Level Agreement (SLA) is a contract between you and your residents that specifies performance measures for support by ticket priority.
1. Start by Logging into your Condo Control account and select Settings from the Welcome menu.
2. Select Service Requests from the Settings menu.
3. Under the SLA tab, you can configure the settings of the Service Level Agreement.
Service Level Agreement Enabled - Allows you to enable or disable the knowledge page
Configure business hours - Allows you to show Knowledge Base as separate menu item
4. To edit the 'First Response' or 'Resolution Time' policy, click on the pencil to the left of it:
First Response
Resolution Time
5. Once enabled, the resolution time will appear in the top right corner when responding to a service request as shown below
Additional Resources
- Service Requests: Setup
- Service Requests: How to Add/Edit Service Request Types & Custom Fields
- Service Requests: How to Add/Edit FAQ's and Knowledge Base
- Service Requests: How to Add/Edit Macros