Can we define SLA per service or per Customer?

Rushabh P

Hi,

We are trying to define SLAs per service in Jira Service Management, is there a way to do that?

To provide more context:

We have multiple customers that we support, and each customer has different products assigned to them for support. Each product will have a different SLA based on the agreement/contract. 

How can we achieve this?

Alex Koxaras -Relational-

Hi @Rushabh P and welcome to the community,

As long as you have define your services on the Services tab, you can use the following JQL word to match your preference:

"Affected services" = (Choose from drop down and a number like the following will appear "b:YXJpPjUiStdgHwmdyYXBoO34zzxJ2aWNlL2RlNWM0YmQxLTlmZmItNGJhOC1iY2IyLTkxOWEyMTYzOWViNy80YTMwNWJmNC01KpVmLTExZWQtYjU3Yy0wYWJlM2Y0YTY2MDE=)