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.- To create or edit Service Level Agreements (SLAs)
- In theProcess Managerportal, clickAdmin > Process Automation.
- On theAvailable Servicespage, expandIncident Managementand clickService Dashboard.
- UnderActions: INCIDENT-MGMT, clickManage SLA Levels.
- On theSLA Levels Configurationpage, underSLA Levels, perform one of the following actions:Edit an existing SLA levelIn theSLA Levelstable, in the row for the SLA level that you want to edit, click theActionssymbol (orange lightning). Then clickEdit SLA Level.Add a new SLA levelIn the lower right, clickAdd SLA Level.
- In theSLA Level Editor, provide information for the following items:LevelProvide a descriptive name to identify the SLA level.DescriptionProvide a description of the purpose of the SLA level.MilestoneSelect the milestone for which the SLA level applies.EscalationIndicate whether or not the escalation isLateorWarn.Late DateProvide the amount of time that must pass for the SLA to be consideredLateorWarn.Use Business HoursIndicate whether or not you want to associate business hours with this SLA level.Business HoursSelect theBusiness Hours Configurationthat you want to associate with this SLA level to determine when a service is consideredLateorWarn.
- ClickSave.