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_ · Accepted solution]

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=)

[Rushabh P]

Hi @Alex Koxaras _Relational_

Thanks for reaching out. We are able to choose the dropdown and choose services, but we would like to define SLAs per service. Each service will have a different SLA. Can we achieve that?

Thanks

[Alex Koxaras _Relational_]

You can of course create different SLAs and set goals according to the JQL you will set. Other than that, you can keep the same SLA and add different goals according to services.

[Alex Koxaras _Relational_]

@Rushabh P did I answered you question?

[Rushabh P]

Hi @Alex Koxaras _Relational_ 

Yes, you did. thanks.