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9. Service Level Agreements SLA

**How do I setup Service Level Agreements in the Dusk FSM?**

To setup Service Level Agreements in the Dusk FSM at the global level, navigate to **Administration -> System Settings -> General -> SLA Settings**. SLA's can also be setup at the Customer Level, which is shown in this Knowledge Base Article [**here.**](https://help.duskmobile.com/article/Customers/5.-How-to-Create-Customer-Service-Level-Agreements "**here.**")

**Step 1** - Choose how the SLA notifications should be sent, they can be configured to go out via Email, SMS or a System Notification within the browser.

**Step 2** - Select when to Start Counting, when Pause Counting, when to Stop Counting. These are Work statuses. Multiple options can be selected for Pause Counting and Stop Counting.

**Step 3** - Setup your Response Time and Resolution Time. There are small tool tips next to each one shown with the "i", which contain further information.

Both Response Time and Resolution Time have the same setup fucntionality but address 2 different stages of the work lifecycle.

**Time** - this is entered in h, m, d or w.

**At Risk** - this is the percentage where the first notification will be sent. It is the percentage of time left on the work.

**In Jeopardy** - this is the percentage where the second notification will be sent. It is the percentage of time left on the work.

![](https://help.duskmobile.com/uploads/markdown/20240722-154410-580.png)

SLA's can be viewed at the Work Summary screen also, with a quick view of how the SLA is tracking in real time based on Response Time and Resolution Time, that were setup in the SLA Settings screen. Icons and colours quickly show the status.

![](https://help.duskmobile.com/uploads/markdown/20240722-154524-900.png)

There is further detail on the SLA status within the Work item, on the Summary tab.

![](https://help.duskmobile.com/uploads/markdown/20240722-154604-610.png)

To filter by SLA's, there are buttons on each of the Work screens. The buttons can be used individually or as a combination to easily find work that is At Risk, In Jeopardy or Overdue.

![](https://help.duskmobile.com/uploads/markdown/20240722-165154-873.png)

Updated on February 03, 2025

9. Service Level Agreements SLA

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