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  2. CloudSET SLA Management (Replaced by Performset)
  3. Implementing Support for Common Concepts

Implementing Support for Common Concepts

This section includes articles that explain how to implement support for some of the most common concepts involved when measuring the performance of your SLA's.

  • Using the CloudSET Next SLA Breach Extension
  • Extending the Generated Solution with Custom Components (SLA4)
  • Implementing Support for a Manually Starting Custom Metric or Event (e.g. On-site Engineer, RMA, Vendor Response)
  • Implementing Support for an Auto Starting Custom Metric or Event (e.g. Workaround, Triage, Diagnostic)
  • Ignoring Public Comments for an Initial Response or Update
  • Implementing Support for an Initial Response or Update made externally to Zendesk (e.g. by Phone)
  • Implementing Support for additional Warning or Escalation timers
  • Overriding SLA Supported Business Hours for a specific Priority
  • Overriding the Default Behavior for SLA Warnings and Violations
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