What SLA settings do you recommend for an MSP?
An MSP has a problem an internal desk does not: different customers are owed different things, and the contract is the thing being measured. Raiseaticket handles this by matching a policy to the sender.
One policy per tier, not per client
Create a policy for each service tier you actually sell - for example Standard, Priority and Critical - rather than one per customer. Incoming tickets are matched to a policy by the sender's email address or domain, so several clients can share a tier without duplicating the configuration.
Name the policy after the tier, not the timings
"Priority clients" survives a contract change. "4 hour SLA" becomes wrong the moment you renegotiate, and nobody updates the name.
Remember that a ticket carries one policy
The policy is matched when the ticket is created and does not stack. If a client is upgraded mid-contract, tickets raised before the change keep the old targets - worth knowing before you explain a report to them.
Give each tier its own operating hours
A client paying for extended cover should have a policy whose hours reflect that, up to full calendar hours for 24x7 clients. Clients on business-hours cover should have their clock stop overnight - otherwise your own reporting will show breaches you never actually owed.
Group users by company
Users are mapped to a company by their email domain, so the client view builds itself. That mapping is what makes per-client reporting and company-wide ticket visibility work.
Send breach reminders to the account owner
For an MSP, an approaching breach is a commercial event, not just an operational one. Nominate the person who owns the relationship as well as the agent working the queue.
Review breaches monthly against the contract
Check the resolved-within-SLA figures per company before your client does. If a tier breaches consistently, either the staffing or the promise needs to change.
