SLAs and OLAs in DevRev
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legally-binding\ncommitments, but metrics for tracking team performance.\n\n![]()\n\nFor more information, refer to the\n[Operational SLA Metrics snap-in](/marketplace/operational-sla-metrics)\non the DevRev marketplace.\n\nInstallation\n------------\n\n1. In DevRev, go to **Settings** > **Snap-ins** and click **Explore\n   Marketplace** in the top-right corner.\n2. In the DevRev marketplace, find **Operational SLA Metrics** and click\n   **Install**.\n3. Click **Save** > **Install
Operational SLA Metrics | Automate | Snap-ins | DevRev
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Teams](/docs/product/support)\n[Operational-level agreement](/docs/product/ola)\n\nOperational-level agreement\n===========================\n\nAn operational-level agreement (OLA) is an internal contract that defines the service level targets expected from different teams within your organization. OLAs are customer account agnostic, and they are usually created to ensure that internal stakeholders have their own targets, which in turn helps meet the customer SLAs.\n\nCreate an
Operational-level agreement | Computer for Support Teams | DevRev
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OLA\n-------------\n\nYou can create OLAs for issues.\n\n1. Go to **Settings** > **Service Level Agreements** > **OLAs** > **+ Create**.\n2. In the **Create OLA** window, enter a name and description for the OLA.\n\nBy default, the OLA is created in the *Draft* state. You can assign policies to the OLA as needed.\n\nCreate policies within an OLA\n-----------------------------\n\n1. Click **+ Issue Policy**.\n2. In the **New Issue Policy** pane, select the appropriate **Conditions** and
Operational-level agreement | Computer for Support Teams | DevRev
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conversation moves to any stage except Waiting on User |\n\nViewing SLAs\n------------\n\nThe SLA targets applied to a particular conversation can be viewed in the **Inbox** and the **Conversation Detailed** view. For a ticket in any of the ticket vistas.\n\nWhen there are two active metrics, vista displays the one closest to the breach. In the case of a conversation where both the first response and full resolution metrics are active, and the first response is due in five minutes but the full
Service-level agreement | Computer for Support Teams | DevRev
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level.\nSLAs help ensure that your customers receive timely responses and resolutions to inquiries.\n\nPolicy users can set SLA breach and warning targets for three metrics: *first response*, *next response*, and *full resolution*. Each metric has its own breach and warning target. You can specify whether the metrics are calculated using calendar hours or business hours while defining breach and warning targets.\n\nCreate an SLA\n-------------\n\n1. Go to **Settings > SLA > + Create**.\n2. In
Service-level agreement | Computer for Support Teams | DevRev
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*Conversation Policy*.\n3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**.\n4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**.\n5. Click **Publish**.\n\n![]()\n\nSLA metrics are only applied to tickets or conversations that meet the policy's conditions.\n\nPublishing an SLA\n-----------------\n\nSLAs can be published once all policies are created. Published
Service-level agreement | Computer for Support Teams | DevRev
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24 Business Hours |\n\n*Business Days: Monday - Friday (Saturday and Sunday coverage provided for incidents only)*  \n*Response commitments remain void for the region during the holidays mentioned below, except for incidents*\n\n*\\*No SLA promised on tickets other than BUGS*\n\n### 3. Support Channels\n\n* Chat ([www.DevRev.ai](http://www.devrev.ai/) | [https://app.DevRev.ai](https://app.devrev.ai/))\n* Email ([support@DevRev.ai](mailto:support@DevRev.ai))\n* Support Portal
DevRev Service Level Agreement
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through tickets](https://vimeo.com/1027660342)[![]()\n\nUnderstanding Support Analytics and SLAs\n\nExplore actionable insights and trends in customer experience metrics with our support analytics dashboard](https://vimeo.com/1027659562)[![]()\n\nInteractive walkthrough of SLA tracking\n\nLearn how to use DevRev track SLAs of tickets, to ensure that your customer's requests are always responded to in time.](https://devrev.navattic.com/bv10lxn)\n\nBuild Products, Not
DevRev University - DevRev for Startups
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the **Create SLA** window, provide a name and description of the SLA.\n\n   After creating the SLA, assign policies to it.\n\nCreating policies within SLA\n----------------------------\n\nMultiple policies can be created within an SLA. Each policy has a priority order, so if a ticket meets the conditions of two or more policies, the policy with the highest priority is applied.\n\nTo create a policy within an SLA, do the following:\n\n1. Click **+ Policy**.\n2. Select either *Ticket Policy* or
Service-level agreement | Computer for Support Teams | DevRev
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calculation\n----------------------\n\nSLA metrics are calculated based on the policy that's applied to the conversation or the ticket. There can be one or more SLA metrics active on a given conversation or a ticket, with each one being tracked separately.\n\nSLA metric can be in one of the following stages:\n\n* *Active*: The metric is currently being tracked on the conversation or ticket.\n* *Close to breach*: The time spent by the SLA metric is greater than or equal to the close to breach
Service-level agreement | Computer for Support Teams | DevRev