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Service level agreement (SLA)
User rights for generally managing service level agreements can be set up either at the Modify User Page or the User Right Page
under the element
A service level agreement (SLA) is a predefined class of service that is attributed to a client, so that clients may be gathered into different groups. Most of them would be labeled, SLA-wise as 'normal', but it is possible to upgrade some very important clients into a distinctive class labelled as 'prioritary', for instance, or 'urgent'.
Service level agreements intervene while dealing with tickets : there, the 'Priority:'par:tickprio menu for a ticket contains all SLAs that have been defined. By default, the one that is preselected is the one that had been assessed to the related client on her/his page.
As illustrated below, a new service level agreement can be added through 
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The SLA level decides how prioritary this service level agreement will be, and thus how high tickets given that priority will appear in the Tickets table. For instance, a SLA labelled 'Normal' can be assessed a level of 1, another labelled 'Prioritary' a level of 2, and a 'Urgent' one a level of 3.
The user right level menu as seen on this page relate to the 'Commercial access level:' as set on the Modify User Page : in order to assess this SLA to a client, her/his commercial access levels will have to be equal or higher than the levels as set while defining the SLA. Therefore, the higher the levels are assessed to the SLA, the more protected it will be : this will prevent for instance too-high statuses and ticket priorities from being given carelessly.
The following thus shows 'Normal', 'Prioritary' and 'Urgent' defined SLAs.
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Next: Salesperson management Up: General Configuration Previous: Configuring users