Managing SLA policies

Location: Admin Center > Objects and rules > Business
rules > Service level agreements

A Service Level Agreement, or SLA, is a policy you define that specifies and measures the
response and resolution times that your support team delivers to your customers.
On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between
your internal teams that define a target ownership time for a group.
This article describes how you can edit, copy, or delete your SLAs and group SLA
policies.
Note: If you edit or delete SLA policies that are applied to tickets, the policies
continue to apply to the tickets until the tickets are updated.

This article contains the following sections:
Editing SLA policies
Copying SLA policies
Deleting SLA policies


Related articles
About SLA policies and how they work




Editing SLA policies

You can edit your existing SLA policies in Admin Center.
To edit an SLA or group SLA policy


In Admin Center, click

Objects and rules in the sidebar, then select Business rules > Service level
agreements.
Locate the SLA policy you want to edit. If you want to edit an existing group SLA
policy, select Group SLAs and locate the group SLA policy.

Click the options menu ( ) beside the SLA policy title, then click Edit.
Edit the policy as needed and click Save policy. The SLA policy continues to
apply to any tickets to which it was already applied. Reapply the edited policy by
updating the tickets. For example, change the tickets' priority.






Copying SLA policies

You can copy your existing SLA policies to create a new policy.
To copy an existing SLA policy


In Admin Center, click

Objects and rules in the sidebar, then select Business rules > Service level
agreements.
Locate the SLA policy you want to copy. If you want to copy an existing group SLA
policy, select Group SLAs and locate the group SLA policy.

Click the options menu ( ) beside the SLA policy title, then
click Clone.
Edit the cloned policy as needed and click Save policy. The new SLA policy is
added to the bottom of the list. See Ordering SLA policies for more information.






Deleting SLA policies

You can delete an SLA policy if it is no longer needed.
To delete an SLA or group SLA policy


In Admin Center, click

Objects and rules in the sidebar, then select Business rules > Service level
agreements.
Locate the SLA policy you want to delete. If you want to delete a group SLA policy,
select Group SLAs and locate the group SLA policy.

Click the options menu ( ) beside the SLA policy title, then
click Delete.
Confirm your selection. The deleted SLA policy continues to apply to any tickets to
which it was already applied. You can remove the deleted SLA policy from the tickets
by updating the tickets.






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