Creating and Editing Service Level Agreements (SLA)

A Service Level Agreement (SLA) is a contract between an organization and its service provider. It sets the expectations and requirements for service delivery. The SLA can be between an external customer and your customer support team or between your organization’s employees and your IT department. The corporate policy typically defines the overall SLA. The SLA formally defines the agreed-upon services, priorities, and responsibilities that are required to support the customers and users.
SLAs use a Business Hours Configuration to determine if an SLA is late or not. The predefined SLAs are configured to use the Default Business Hours. Before you create an SLA, you should configure your business hours.
When you create or edit SLA levels, you can configure the
Late Date
. SLA Configuration late date is made up of days and minutes. You can enter whole or fractional amounts into the
Days
field, in decimal format. You can also use a combination of days and minutes.
  1. To create or edit Service Level Agreements (SLAs)
  2. In the
    Process Manager
    portal, click
    Admin > Process Automation
    .
  3. On the
    Available Services
    page, expand
    Incident Management
    and click
    Service Dashboard
    .
  4. Under
    Actions: INCIDENT-MGMT
    , click
    Manage SLA Levels
    .
  5. On the
    SLA Levels Configuration
    page, under
    SLA Levels
    , perform one of the following actions:
    Edit an existing SLA level
    In the
    SLA Levels
    table, in the row for the SLA level that you want to edit, click the
    Actions
    symbol (orange lightning). Then click
    Edit SLA Level
    .
    Add a new SLA level
    In the lower right, click
    Add SLA Level
    .
  6. In the
    SLA Level Editor
    , provide information for the following items:
    Level
    Provide a descriptive name to identify the SLA level.
    Description
    Provide a description of the purpose of the SLA level.
    Milestone
    Select the milestone for which the SLA level applies.
    Escalation
    Indicate whether or not the escalation is
    Late
    or
    Warn
    .
    Late Date
    Provide the amount of time that must pass for the SLA to be considered
    Late
    or
    Warn
    .
    Use Business Hours
    Indicate whether or not you want to associate business hours with this SLA level.
    Business Hours
    Select the
    Business Hours Configuration
    that you want to associate with this SLA level to determine when a service is considered
    Late
    or
    Warn
    .
  7. Click
    Save
    .