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title: "SLAs & Service Tickets"
canonical: "https://wiki.soft1.eu/space/SS5EN/189269019/SLAs%20%26%20Service%20Tickets"
format: markdown
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In SOFT1 ERP you can create  Service Level Agreements (SLAs ), to set the expectations between your company (Service provider) and the Customer, regarding the terms and conditions related to delivering services, as a result of an incident/event or request ( Service Tickets ). The main measured quantity is time (of response to requests, repair, replacement, etc.).  A typical example of a SLA is to provide technical support and maintenance services, while the main issue is to classify incidents/events based on their severity and priority to resolve them. In the following Tabs, you will see how to create and manage  SLAs  and  Service Tickets  in SOFT1 ERP.