Managing SLA Policies in Naverisk
Service Level Agreement (SLA) policies allow you to track, measure, and enforce target times for ticket response and resolution across your client environments. SLA policies can be set globally across clients and sub-clients or customized per client agreement.
Accessing SLA Policies
Go to Settings in the main navigation menu.
Under Service Desk Settings, click the SLA Policies icon.
The SLA Policies page displays all existing policies, their description, status (Enabled/Disabled), and the number of agreements currently using them.
Creating a New SLA Policy
From the SLA Policies page (Settings > SLA Policies), click New SLA Policy.
Configure the following sections:
1. SLA Policy Details
SLA Policy Status: Set the status to Enabled or Disabled. Only enabled policies can be assigned to agreements.
Name: Enter a clear, descriptive name for the policy.
Description: Add optional context detailing the target scope or intent of the policy.
2. Initial Response
Define how quickly a technician must record the first response on a newly logged ticket.
Set target times for each priority level across three threshold stages: Warning, Threat, and Failure.
The response clock begins upon ticket creation and stops when the first response is logged.
3. Ticket Resolution
Define the total allowable duration for a ticket to remain open before full resolution and closure.
Set target times for each priority level across Warning, Threat, and Failure stages.
The resolution clock begins upon ticket creation and stops once the ticket status is marked as resolved.
4. Business Hours
Specify when SLA clocks should run:
Always On: Targets accumulate 24 hours a day, 7 days a week.
Same Every Day: Define uniform daily operational start and end times.
Weekdays and Weekends: Define distinct schedules for weekdays vs. weekends.
Set Each Day: Custom-define exact working hours for individual days of the week.
Note: Time outside configured business hours is excluded from response and resolution countdowns.
Click Save to create the policy.
Setting a Default SLA Policy
To enforce a baseline SLA across your organization and managed environments:
Navigate to Settings > SLA Policies.
Under SLA Settings, locate the Default SLA drop-down field.
Select an active SLA policy from the list.
Click Save.
Note: Assigning a Default SLA at a parent client level automatically applies that policy to the client and all nested sub-clients.
Linking SLA Policies to Agreements (Overriding Default SLA)
Specific client agreements can override the default SLA policy when custom target response times or business hours are required.
Navigate to Settings > Agreements.
Create a new agreement or click to edit an existing agreement.
Select the SLA tab in the agreement modal window.
Choose an enabled policy from the SLA Policy drop-down list.
Click Save.
When an agreement configured with an SLA policy is designated as the Default Agreement for a client, it automatically supersedes the default SLA policy and enforces the agreement's specific SLA targets for all associated tickets.