- Click the Admin tab and navigate to the SLA feature to configure SLA’s and escalations.
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Each issue type can be set to one of four priorities: Urgent, High, Medium, and Low (each priority sets targets for how quickly you want it worked on).
- For each of these SLA’s, you can set up four different paths to track.
If a target is not being met, escalations can be further customized to notify a property contact.
You can add an escalation here.
If you click "Edit" next to the escalation, you can edit the recipient and when the escalation is sent out.
Under the Recipients, you can choose between notification roles that are set up. Please refer to this article on how notification roles are set up and how you can add users to them at properties: Configuring Notifications
If you want to change how a specific property works, you can add a custom SLA profile.
When adding a custom SLA profile, you can select which property you want to associate to