Service Level determines the quality and level of a Service provided for a particular incident. More specifically it is the way support is provided for a Service. In Polar Help Desk, the Service Level is determined by Service Level Agreement which contains e.g. the notification settings or the support provision work time. Every incident has a Service Level, set at default, if not designated otherwise.

Service Level (SL) Management in Polar Help Desk allows defining different Service Levels which are associated with incidents when incidents are registered.

Service Level encapsulates:

- Levels of service based on days and hours of service availability.

- E-mail notifications. These are notifications to specific users which can be sent throughout the life-cycle of the incidents the SL is associated with (in other words, certain users are being notified about incident status).

- Priority Escalation Time Limits. It is necessary to define a set of rules for the escalation of the priority of the incidents the SL is associated with. These rules are defined in terms of the SL time limit necessary for the incident to increment its priority (for example the time necessary for the incident to change its priority from low to medium).

- Set of notifications to specific users which are sent when the priority of the incident associated with the SL changes.

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Managing Services

What is a Service?

How do I create a new Service Level?

Can I delete a Service Level?

How do I modify Service Level information?

How can I select individuals or groups to be notified?

How do I set the Incident Priority Escalation Settings?

What is a Service Level Agreement?

How do I create a new Service Level Agreement?

Can I delete a Service Level Agreement?

How can I modify the Service Level Agreement?

Tip:

You can manage Service Levels on the Administration Desktop. Choose “SLM” tab in left menu and then choose “Service Levels” tab in content panel. The default SL must be defined.