============================== Service Level Agreements (SLA) ============================== Service Level Agreements (SLA) are commitments you make with your customers to outline how a service is delivered. It bolsters trust between you and your customers as it makes clear what needs to be done, to what standard, and when. Create your policies ==================== | First, enable the feature on the settings of the team you would like policies to be applied, going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`. | Create your policies through the team’s settings page or go to :menuselection:`Helpdesk --> Configuration --> SLA Policies`. .. image:: media/new_sla.png :align: center :height: 340 :alt: View of an SLA form in Odoo Helpdesk | Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to have for the policy to be applied. | **Target** is the stage a ticket needs to reach within the period defined to satisfy the SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the closest deadline of all SLAs is the one considered. | When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field is not shown anymore. .. image:: media/ticket_green_tag.png :align: center :height: 330 :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk SLA Analysis ============ Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and *Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines. .. image:: media/sla_analysis.png :align: center :alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk .. seealso:: - :doc:`../advanced/close_tickets`