Configure SLAs

A service level agreement (SLA) policy sets how quickly your team should respond to and resolve tickets. Prismara Desk measures SLA time in business hours, so set those first.

• You need the Desk administrator role.
• Agree your targets with your team and customers before you enter them.

1. In Prismara Desk, select Settings > Business hours.

2. Select New schedule and enter a Name, for example Vienna office hours.

3. Choose the Time zone, for example (UTC+01:00) Vienna.

4. Set the working hours for each day, for example 08:00 to 17:00, Monday to Friday.

5. Under Holidays, add public holidays when the desk is closed.

   desk.prismara.eu

   Screenshot pendingThe business hours schedule editor with time zone, weekly hours and a holiday list

6. Select Save.

1. Select Settings > SLA policies > New policy.

2. Enter a Name, for example Standard support, and choose the Business hours schedule you created.

3. For each priority, enter a First response and Resolution target.

   desk.prismara.eu

   Screenshot pendingThe SLA policy editor with a table of priorities and first response and resolution targets

   Priority	First response	Resolution
   P1 – Critical	30 minutes	4 hours
   P2 – High	2 hours	1 business day
   P3 – Medium	4 hours	3 business days
   P4 – Low	1 business day	5 business days

   These are example values. Use the targets you agreed.

4. Under Pause the timer when, select Waiting for you so time spent waiting for the requester doesn’t count.

5. Under Applies to, choose which queues or customers use this policy.

6. Select Save.

Raise a test ticket in a queue that uses the policy. Open it and check the SLA panel shows the expected First response due and Resolution due times.

• Work a ticket queue
• Troubleshoot Prismara Desk