[ITSM | How-to] Creating and Scoping SLA Policies in AssetSonar

Why It Matters

Service Level Agreement (SLA) policies define what must happen and by when, such as the maximum allowed time for a first response or full resolution. By acting as the primary clock for your helpdesk, these policies establish a clear baseline of service for your end-users.

How to Set It Up

• Access the Builder: Navigate to the Service Levels list view, which serves as the primary surface for SLAs, and click the ➕ New Service Level button.
• Step 1: The Basics: Enter a mandatory SLA Name, apply a working Calendar and an optional Description, and ensure the Active toggle is switched on.
• Step 2: Select Conditions: Build the criteria that determine exactly when this SLA applies by adding specific conditions, operators, and fields.
• Step 3: Add Targets: Define your target SLA metrics by setting the “Time to Own” and “Time to Resolve”. You can set both targets simultaneously.
• Step 4: Add Actions & Escalations: You may also set escalation levels and the relevant actions taken in case of escalations.  
• Save the Policy: Review your settings and save the policy. 

Next Steps

Create a standard SLA policy with a simple 24-hour “Time to Resolve” target, save it, and then submit a test ticket matching your Step 2 scope conditions to verify the timer attaches automatically.