Apply an SLA (Service Level Agreement)

Use the Apply SLA action in the Changes  (SP) application to apply an SLA (service level agreement) to a change. An SLA typically is a written agreement between a service provider and its customers. The SLA describes one or more service commitments the service provider makes. Each commitment is associated with escalation actions or notifications.

When you use the Apply SLA action, matching criteria is used to select and apply one or more SLAs. Your system administrator determines whether you can apply one or more than one SLA to a change.

If you can apply more than one SLA, the system administrator determines how the SLAs update the target time fields. The target time fields update either based on the SLA with the highest ranking or based on the SLA with the most stringent commitments. See the Service Level Agreements (SP) help for more information about matching and applying SLAs to other records.

Note: An SLA also might be applied through a workflow or escalation process, or through another SLA.

To apply an SLA:

  1. Display the record to which you want to apply an SLA. There must be a site defined on this record.

  2. From the Select Action menu, select Apply SLA. Depending on how your system administrator has configured the system, using the Apply SLA action might apply one or more than one SLA to the record.

Note: If there are no applicable SLAs, a message is displayed indicating that there are no SLAs to apply to this record. If you can apply only one SLA to a record and try to apply second SLA, a message asks if you want to overwrite the existing SLA.

After you apply an SLA, the SLA Applied? check box on the main tab of the record is selected and the target date fields on the record are calculated, as follows:

  1. If the SLA includes a response commitment to a change, the value in the Target Start date field is updated.

  2. If the SLA includes a resolution commitment to a change, the value in the Target Finish date field is updated.

  1. Click Save Record . The SLA Applied? check box is selected on the main tab of the record. To view more information about the applied SLA, use the View SLA action.

See Also

About Applying Service Level Agreements