Cayzu Help Desk Support

What are SLA 's and what do they mean to my customers?

Updated: 09/25/2018
Article #: 11

A Service Level Agreement is an important document that is used to define the level of a service that exists between a service provider and their customer.  

The SLA policy within the Cayzu Help Desk system allows your business to enforce your SLA contracts by timing ticket response times and automatically escalating a ticket when an SLA policy is violated.  

Different SLA policies can be set by ticket priority.  This ensures that tickets marked with a priority of LOW wouldn't get the same attention as a ticket marked as URGENT.


When an SLA is broken, the system can automatically send out a email alerting agent(s) of the violation.  The main ticket grid will also visually show the SLA violation with a SLA icon:




Want to set up an SLA policy?



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