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Last updated:October 28, 2024

How to create & edit SLA Profiles

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How can I fully benefit from SLA Profiles?

If you want to learn how to fully benefit from SLA Profiles, please check out the following topic: SLA Profiles

The SLA Profiles menu allows you to define business hours (operating hours), business days, and bank holidays in bulk. SLA stands for Service Level Agreement and specifies the service commitments that must be met and observed. The SLA Profile is used when the end user wants to book an appointment via the Customer Portal, and the system only suggests available dates that were specified in the SLA Profile.

Inside the Admin panel go to Projects and More -> SLA Profiles.
Expand the menu by clicking the expand arrow in the Navigation  or click directly on Projects and More to reveal all options. You can add and edit SLA Profiles in this menu.

  1. Click on the Plus button.
  2. Decide if your new or existing SLA Profile should be set to active in the system.
  3. Select which business rule should be applied for your SLA Profile in the Select SLA field.
    You can configure values inside Value Sets.
  4. (Optional) – Add a description for your SLA Profile.
  5. Define your business hours.
    Different use cases are described in the below section: How to define business hours
  6. Decide if your new or existing SLA profile should consider public holidays of the ticket’s location.
    If enabled, the system won’t schedule bookings on public holidays.
  7. Click Save.
Creating a SLA profile

How to define business hours

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Your goal when defining business hours is to cover all open company business hours. Below you can find some examples of how business hours could be defined:

Let's assume your business operates from Monday to Friday from 08:00 to 17:00 and doesn't operate on the weekends.
  1. Set the time from 08:00 to 17:00.
  2. Click on Save.
Let's assume your business operates from Monday to Wednesday from 8:00 AM to 12:00 AM and from Thursday to Friday from 08:00 AM to 17:00 PM.
  1. Set the time from 08:00 to 12:00 for Monday to Friday.
  2. Remove the checkbox for Thursday and Friday.
  3. Click on Add business hours.
  4. Set the time from 08:00 to 17:00.
  5. Turn on checkboxes for Thursday and Friday.
  6. Click on Save.

If your business has different operating hours for other days, the above is the proper way to configure this, covering all eventualities.

Let's assume your business operates from Monday to Friday from 06:00 AM to 15:00 PM and Saturday from 18:00 PM to 19:00 PM.
  1. Set the time from 06:00 to 15:00 for Monday to Friday:
  2. Click on Add business hours.
  3. Set the time from 18:00 to 19:00.
  4. Turn on the checkbox for Saturday.
  5. Click on Save.
Let's assume your business operates 24 hours - every day:
  1. Click on Add business hours.
  2. Enable the 24 business hours switch.
  3. Click on Save.
Let's assume your business includes night shifts that occur from Monday morning to the end of Tuesday night.
  1. Select only Monday in the first row.
  2. Set the time from 00:00 to 00:00.
  3. Select only Tuesday in the second row.
  4. Set the time from 00:00 to 00:00.
  5. Click on Save.
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