--- title: Service Level Agreement (SLA) slug: admin-guide/service-level-agreement-sla docTags: createdAt: 2025-04-06T13:10:56.078Z --- How to create a new SLA template or edit an existing SLA template? How to attach an SLA template to ticket types/categories? [Using an SLA template](docId\:aJUIKOTSR4IYXn_74fFoS) How to disable an SLA template? *** # SLA Overview SLA templates enable administrators to establish expectations about timeframes for ticket resolution. An SLA target is a window of time, measured in hours, within which a ticket must be responded to, handled, or resolved. If your organization provides service across multiple sites, and each site has different working hours, you can set up separate SLA templates for each site to define its working hours and specify the relevant timezone. SLA targets can be calculated based on your organization's time zone or your user's time zone. Each ticket type can have its own SLA template. Within a ticket type, each level of priority/severity can have its timeframes. For example, SLA Targets by Priorities/Severities can look like this: ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/vWaJePV1lDnVx4wZe3Q-o_image.png) Each time frame consists of the following components: | Component | Description | | ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | Target Response Hours | Maximum time from the moment a ticket is opened till the ticket is assigned to an agent or the ticket's status changes (i.e., from New to In Process) | | Target Handling Hours | Maximum time for resolving the ticket after the ticket is assigned to this agent, measured from when the Target Response Hours have been met | | Target Resolution Hours | Maximum total time to resolve the ticket from the moment it was opened (generally the sum of Target Response Hours and Target Handling Hours) | SLA calculations begin as soon as a ticket is opened and continue throughout a ticket's lifecycle. When a ticket enters certain status codes, SLA can be paused. When a ticket changes its status, SLA is resumed. For example, when an open ticket is pending a user's response, SLA is paused. The administrators set up which status codes pause the SLA when setting up [Ticket Lifecycle Status Codes](docId\:LSbBjG02JlIm-SeAVRXPW) If your organization's support hours are not 24/7 then the SLA is calculated only during support hours. The SLA calculations are paused outside of service hours. The SLA can also be paused for predefined exception dates. To set them up, see [Adjusting for exception dates](docId:__PODoXwcOI-bI5cR4zGn) . When a ticket is resolved, SLA calculations stop. When an agent or an administrator views existing tickets, a flag icon indicates if a ticket is in compliance with the SLA. A green flag denotes compliance. A red flag denotes a breach in the SLA. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/S3wI-ZA-AjUG86Hp-7Ma2_image.png" size="96" width="1040" height="108" position="center" showCaption="false"} ## Supporting different time zones For organizations with multiple branches in different time zones, the ITCC system includes the Site Working Hours spreadsheet, where each site is listed together with its corresponding SLA template. Each site's SLA template can maintain the same targets while accommodating different time zones and service hours. You can set up the Site Working Hours spreadsheet when [adding or editing an SLA template](docId\:aJUIKOTSR4IYXn_74fFoS), in step 5. # Setting up SLA templates You can set up SLA templates at any time. **To set up SLA templates:** ::::WorkflowBlock :::WorkflowBlockItem On the left side menu, select **Administration**. ::: :::WorkflowBlockItem In the search bar under **Search for Admin Configuration Options**, type **SLA Templates **and select the **SLA Templates **option that appears. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/hu-Om1ke4juOO3F-1ebkB_image.png" size="56" width="1010" height="1024" position="center" showCaption="false"} ::: :::WorkflowBlockItem From the **SLA Templates** page, you can: - [Add or edit an SLA template](docId\:aJUIKOTSR4IYXn_74fFoS) - [Disable an SLA template](docId\:aJUIKOTSR4IYXn_74fFoS) ::: :::: ## Adding a new or editing an existing SLA template You can add a new or edit an existing SLA template at any time. After you add a new SLA template, you need to attach the new template to [a ticket type](docId\:aJUIKOTSR4IYXn_74fFoS) or [a category](docId\:aJUIKOTSR4IYXn_74fFoS). **To add or edit an SLA template:** ::::WorkflowBlock :::WorkflowBlockItem On the **SLA Templates** page: - To add an SLA template: select **Add** - To edit an SLA template: scroll down to the template you want to edit and select the corresponding Edit icon ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/0n3FFHdg9JnsCQxUm7U6c_image.png" size="76" width="832" height="676" position="center" showCaption="false"} ::: :::WorkflowBlockItem On the **Edit SLA Template** page that opens, enter or edit the SLA fields: | Field | Description | | ------------------------ | ----------------------------------------------------------------------------------------------------------------- | | Template name | Enter a meaningful name for the template | | Template active | Select to activate the template | | Description | Enter a description of the template | | Exception event types | Select types of [exception dates](docId:__PODoXwcOI-bI5cR4zGn) when your organization does not provide support | | Service hours | Enter your organization's service hours | | 24\*7 | Select if your organization offers 24/7 support; this hides the days-of-the-week table | | Hours Based On | Select the time zone of your support hours:
- User time zone
- Support time zone | | Support Center Time Zone | Select the time zone where the support center is located | | Days-of-the-week table | Enter your service hours for each day of the week | ::: :::WorkflowBlockItem Select **Save**. If you are adding a new SLA template: - **Action Processed** message pops up - **SLA Targets by Priorities/Severities** area and the **Child SLA Template** spreadsheet appear ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/w1gwlDN5unak-uwT--apP_image.png) ::: :::WorkflowBlockItem On the **SLA Targets by Priorities/Severities**, enter or edit your SLA targets: | Field | Description | | ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | | Target Response Hours | Set maximum time from the moment a ticket is opened till the ticket is assigned to an agent | | Target Handling Hours | Set maximum time for an agent to resolve the ticket after the ticket is assigned to this agent | | Target Resolution Hours | Set maximum total time to resolve the ticket from the moment it was opened (generally the sum of Target Response Hours and Target Handling Hours) | ::: :::WorkflowBlockItem If your organization has multiple locations with different SLA templates, fill in the **Site Working Hours** spreadsheet. For each user site, select its corresponding SLA template. ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/fo_lo2b32D5zZMh5bmo4n_image.png) ::: :::WorkflowBlockItem Select **Save**. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/miFETdNxgxGWr6H3OSo2b_image.png" size="76" width="1226" height="580" position="center" showCaption="false"} ::: :::: ## Disabling an SLA template You can disable an SLA template at any time. A disabled template can be enabled at any time. **To disable an SLA template:** ::::WorkflowBlock :::WorkflowBlockItem On the **SLA Templates** page, scroll down to the template you want to disable and select the pencil icon in the row corresponding to it. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/0n3FFHdg9JnsCQxUm7U6c_image.png" size="50" width="832" height="676" position="center" showCaption="false"} ::: :::WorkflowBlockItem On the **SLA Template** page that opens, in the **Template Active** dropdown list, select **No**. ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/5FoXvndQbYMQdfLBsLiXE_image.png) ::: :::WorkflowBlockItem Select **Save**. ![](https://images.archbee.com/zEVWKsZtpmpx-RIpALRPL/gXmQEZ8O_M59XT_154wTk_image.png?format=webp) ::: :::: # Using an SLA template After you create an SLA template, you need to attach it to a ticket type in order to use it. You can also attach an SLA template to a category. This is useful when you have different SLA targets for tickets of the same type. For example, if a certain category of tickets concerns critical services that need to be addressed immediately, you can create a separate SLA template for this category. The category SLA settings override the ticket type SLA settings. - [Attach an SLA template to a ticket type](docId\:aJUIKOTSR4IYXn_74fFoS) - [Attach an SLA template to a category](docId\:aJUIKOTSR4IYXn_74fFoS) ## Attaching an SLA template to a ticket type You can attach an SLA template to a ticket type at any time. **To attach an SLA template to a ticket type:** ::::WorkflowBlock :::WorkflowBlockItem On the left side menu, select **Administration**. ::: :::WorkflowBlockItem In the search bar under **Search for Admin Configuration Options**, type **Ticket Types **and select the **Ticket Types **option that appears. ::: :::WorkflowBlockItem On the **Ticket Types **page, search for or scroll down to the ticket type you want to attach the SLA template to and select the Edit icon in its **Setup** column. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/NaohmpfYZHGaA8QUoef2j_image.png" size="72" width="1198" height="332" position="center" showCaption="false"} ::: :::WorkflowBlockItem On the **Setup Admin** page, on the menu on the left, select **SLA & Dates**. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/0M3YnKlAULZmN5w9Fl8RY_image.png" size="52" width="398" height="1036" position="center" showCaption="false"} ::: :::WorkflowBlockItem If **SLA Active** is off, toggle it on. The **SLA Template** dropdown menu appears. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/A3P-5ahiP7L84ciET0SJ7_image.png" size="34" width="320" height="156" position="center" showCaption="false"} ::: :::WorkflowBlockItem From the **SLA Template** dropdown menu, select the template you want to attach. ::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Z9TaC4tKu1yI5kqTb_cRu_image.png" size="50" width="508" height="416" position="center" showCaption="false"} ::: :::WorkflowBlockItem Select **Save**. ::: :::: ## Attaching an SLA template to a category You can attach an SLA template to a category at any time. The category SLA settings override the ticket type SLA settings. **To attach an SLA template to a category:** ::::WorkflowBlock :::WorkflowBlockItem On the left side menu, select **Administration**. ::: :::WorkflowBlockItem In the search bar under **Search for Admin Configuration Options**, type **Categories **and select the **Categories **option that appears. ::: :::WorkflowBlockItem On the **Categories **page, search for or scroll down to the category you want to attach the SLA template to, and in its corresponding **SLA** column, select the SLA template you want to attach from the dropdown menu. ![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/oAWtS2SRKN0ToCnEgPJoz_image.png) ::: :::WorkflowBlockItem At the top of the spreadsheet, select **Save**. ::: ::::