Group SLAs for internal teams

A group SLA measures an internal team's part of the work, separately from what you promised the customer.

A group SLA measures an internal team's part of the work, separately from what you promised the customer.

What it is for

Your customer SLA covers the whole conversation. When a ticket passes through three teams, it tells you the total was too slow and nothing about where the time went.

A group SLA measures how long a ticket sits with a particular group, so the handovers become visible.

Set one up

1. Open Admin Center, then the service level agreement settings.
2. Create a group SLA.
3. Set which group it applies to and the conditions.
4. Set the targets.
5. Save and order it among the others.

It runs alongside, not instead

A ticket can carry both a customer SLA and a group one at once. The customer promise keeps counting for the whole ticket; the group target measures its stay with that team.

Where it changes conversations

Handover delays are where support time actually disappears, and they are the hardest to discuss without evidence. Everyone believes another team is the slow one.

Group SLAs turn that into a number, which usually surprises everybody including the team that assumed it was fine.

Agree the targets with the group

An internal target imposed on a team that never agreed to it produces resentment and a metric they ignore. The conversation about what is reasonable is the valuable part; the configuration is the easy bit.

See also

• OLAs with internal SLAs and child tickets
• Setting up an approval process between departments
• Defining an SLA policy