Profile

An SLA Profile defines the objectives regarding the quality of service and performance. For example, a Gold profile customer may get a quicker response and resolution than a Silver profile customer. An SLA profile consists of SLA Type, Service Level Targets, and the conditions under which these targets are applicable.

To add an SLA Profile, go to the SLA module -> Profile -> Add SLA Profile -> Ticket. There are three tabs under which the details of a profile are captured.

Profile Details

In Profile Details, one can specify basic details of the profile like name, type, description, start and end dates, and so on. The description of the fields is given below:

Label	Action	Description/Example
Name	Name of the SLA profile.	Give a name for the SLA profile. For Example, Gold, VIP, and Platinum.
SLA Type	Select the type of the SLA.	Service - define the quality of service offered. Performance - define the availability of the services.
Status	Select the status of the profile.	The status of the profile can be Active or In-Active.
Compliance Target	Set the compliance percentage.	A compliance target is the percent of the performance of the SLA to check if the terms were met over a period of time.
Start Date	Start Date of the SLA
End Date	End Date of the SLA
Description	Describe the SLA profile.

Service Level Target

In this tab, the commitments made by the service provider in terms of availability, response, or resolution times are captured.

• Business Hours Profile—Business hours are the daily working hours of teams/departments within the organization. Select the business hours profile from the drop-down. Business hours can be configured in Infraon Configuration -> General Settings -> Business Hours -> Add Profile.

To know more about Business Hours, click here.

• Target Profile - This section allows you to define metrics for response and resolution times. Go to Target Profile -> Add New Profile.

Label	Action	Description/Example
Target Profile	Specify a name for the target profile.
*Select Metric	Select the type of the Metric.	Examples of metrics: Response - Define the time duration within which the customer can expect a response/acknowledgment based on the 'Priority' of the ticket. Resolution - Define the time duration within which the customer can expect a resolution for the ticket based on its 'Priority.'
Business Hours	Define the number of minutes, hours, or days required to respond/resolve a ticket based on its priority.	Suppose a ticket with a priority of 'Critical' is newly created, and the response metric is set at 10 mins. The service desk has to respond/acknowledge within 10 mins to the customer.
*Non-Business Hours	Define the number of minutes, hours, or days required to respond/resolve a ticket based on its priority during non-business hours.

*Non-Business Hours are optional.

*Metrics are derived from the Metrics tab of the SLA module. Custom metrics can be defined for conditions like Start, Pause, Resume, etc.

Applied For

The 'Applied For' tab allows a user to specify the conditions under which the SLA metrics are applicable.

After entering all the details, click 'Submit' to create the SLA Profile.

An SLA Profile can be edited or deleted after it is created. Deleting an SLA Profile is irreversible.

Default SLA

Customize default metrics like response and resolution times, and tailor them to your specific operations. Improved flexibility with predefined business hours and effortlessly applied services to meet unique requirements.