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https://ww16.autotask.net/help/Content/4_Admin/2FeaturesSettings/ServiceDeskTickets/SLAAdmin/SLABusinessHours.htm?Highlight=business%20hours
Extended hours are scheduled hours when your company provides customer support before or after normal business hours. For example, if business hours are 8:30 to 5:30 pm, and emergency support is available until 12:00 am, your extended hours are from 5:30 to 12:00. If you set extended hours for a given day, you must have regular hours specified ...
https://help.datto.com/s/article/KB3600285422921
Figure 1: Service Level Management (click to enlarge) 3. Under Objectives, find the entry where Priority , Issue Type , and Sub-Issue Type match the entry on the ticket that shows zero first response hours. Figure 2: Service Level Agreements (click to enlarge) 4. Click the Edit Details (pencil) icon on the left to edit the entry.
https://www.autotask.net/Help/Content/0_HOME/_AutotaskCustomerSupport.htm
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https://ww16.autotask.net/help/content/3_features/11_Reporting/FindReport/ServiceDeskReports/TicketMetricsSLAReports.htm
Service level agreement performance data by ticket, grouped by company. This report includes the number of SLA hours it took to achieve the First Response, Resolution Plan, and Resolved events and tells you if you met your SLA objectives. SLA hours are the hours, specified by the SLA, during which service is available to work towards meeting ...
https://www.datto.com/products/autotask-psa/
Autotask PSA allows MSPs to run all aspects of their business at peak efficiency. It combines all the mission-critical tools necessary to run a managed services business. Autotask PSA centralizes operations and provides instant understanding through customizable dashboards and widgets, enabling you to make data-driven decisions.
https://portal.topleft.team/knowledgebase/71/Using-Autotask-Service-Level-Agreements.html
Using Service Level Agreements - Autotask. Autotask PSA uses service level agreements (SLAs) to define standards for providing service delivery to customers. TopLeft displays SLA events on Kanban cards to help identify tickets that need attention so you can meet the agreements you've made with customers. SLAs are only applied to Autotask tickets.
https://autotask.net/help/developerhelp/content/apis/SOAP/Entities/ServiceCall.htm
This entity describes an Autotask service call. Service calls are instances of time, with specified start and stop times, that are scheduled to perform work for an Account. Tasks and/or tickets can be assigned to a service call and the call can be associated with one or more resources. You manage service calls through the Service Desk module ...
https://ww2.autotask.net/help/developerhelp/content/apis/rest/Entities/_EntitiesOverview.htm
Autotask currently provides five contract types: Time and Materials, Fixed Price, Block Hours, Retainer, and Recurring Service. ContractBillingRules This resource describes contract billing rules that generate charges which allow you to bill your customer by the end user or by the configuration item.
https://www.agmspcoaching.com/
Find freedom & Grow your business. The AutoTask Authority. MSPs struggle to leverage their investment in Autotask, leaving them feeling frustrated, overwhelmed, and with a significant barrier to their growth. At Advanced Global MSP Coaching, we’ve been there and have overcome Service Delivery Issues, leveraging the Autotask PSA software.
Remotely monitor, manage and support your clients' infrastructure with a secure, multi-tenant cloud platform. Autotask Professional Services Automation (PSA) Centralize operations to provide a single view across the entire business—improving insight, …
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