Service License Agreement – Introduction
Service License Agreement (SLA) is a document that describes the minimum performance criteria a provider promises to meet while delivering a service. It typically also sets out the remedial action and any penalties that will take effect if performance falls below the promised standard. It is an essential component of the legal contract between a service consumer and the provider.

The SLA section of SupportSuite allows you to create Ticket Response Plans based on your Work Schedules. The automated nature of SLA in SupportSuite makes sure that your client tickets are handled promptly and in due time.

Kayako ss sla001 SLA

The SLA option in the navigation panel when clicked further toggles into four sub-sections:

– Manage Plans
– Manage Schedules
– Insert Plan
– Insert Schedule

Each of these sections are explained in further details in the next section of the manual.