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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Add Service Level Agreements (SLAs)

  • Updated:

This article will show you how to create a Service Level Agreement (SLA) for a Request Category. The SLA is an internal metric for how long it should take staff to close a request. Setting an SLA can help staff prioritize requests and also allows you to track which requests are falling outside of that expectation. You can also assign a primary contact that should be notified if any requests within the category are past the specified SLA timeframe. 

 

Who can use this feature?

Owner

  

 

Instructions

  1. Select your Profile > Manage Organization
    profile menu, manage organization.
  2. Click Request Categories
    request categories tab.
  3. Next to your desired Request Category select the three-dot menu > Edit
    three-dot menu, edit.
  4. Scroll down to the Subscriptions and Benchmarks section and choose Days or Weeks from the dropdown under Service-Level Agreement (SLA)
    day or weeks dropdown menu.
  5. Enter a unit of time for the SLA, which may be a whole number or entered in 0.1 increments
    unit of time box.
  6. Select a user from the Escalate To dropdown to be notified when the SLA is overduesla assign to
  7. (Optional) Click the box next to Show timestamp of SLA
    timestamp of sla checkbox
    Note: This will display the SLA time on the request.
    sla timeframe on request.
  8. Scroll down and click Update
    update button.

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