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How to set specific SLA's per customer?

We currently have some "premium" customers and we would like to set a tighter SLAs for them.

For example: for our "standard" customers we want to set our Average Resolution Time in 24 hours, but for our "premium" customers we want to set the SLA goal in 12 hours.

Is it possible to do this? 

We currently have created different "organizations" (name of company that we give service to) and inside the organization we have the emails of the people that work for that organization and are the ones that raise tickets in our Service Desk 



Hernan Capture1.PNGCapture2.PNG

1 answer

1 vote
Mikael Sandberg Community Leader Jul 21, 2021

Hi @Hernan Rodriguez,

Welcome to Atlassian Community!

Yes, this can be done, and the easiest would be to add the Organizations field to your SLA. Something like this:

Screen Shot 2021-07-21 at 2.56.49 PM.png

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