The three documents provided below outline how to standardize SLA configuration across MSPs and well as provide the reasoning behind these standards.
- SLA White Paper
- SLA Escalation Mapping PowerPoint Presentation
- ConnectWise University's SLA Documentation
Analyze Your SLA Settings
SLA Review can review your Service and Project Board Ticket Status SLA Escalation mappings for correctness by exporting your Ticket Status settings in ConnectWise and uploading these exports for analysis.