Custom time calculation in service-level agreements


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 1, 2022

Business value

Service-level agreements (SLAs) help businesses define the level of service or support that they agree to offer to a customer. The enhancements in SLAs will enable service administrators and customer service agents to serve their customers better.

Feature details

Customers can now customize the calculation of the warning time and the failure time of SLA KPIs. This will help customers address specific business needs to determine and use a particular customer service calendar during runtime.

Other parameters which customers can use to influence the warning and the failure times are the attributes associated with the instance of an entity, failure and the warning duration, and start time of the evaluation.

See also

Enable custom time calculation of SLA KPIs (docs)