About SLAsAbout SLAsA service level agreement (SLA) documents the agreed-upon levels of service you provide to a customer. A service level (also known as a commitment) describes a quantifiable aspect of that service. You can associate commitments with escalations. Escalations monitor critical system processes to ensure that tasks are completed on time.
All escalations have associated actions or notifications. For example, you have a service level agreement with a customer with a commitment and an escalation for the commitment. The commitment is to resolve all incidents for the e-mail server within four hours. The escalation for the commitment checks the status of the incident at the two hour point. If the incident is still open, ownership of the incident is reassigned to the supervisor. The supervisor can take the appropriate actions to meet the SLA commitments.
For more information about SLAs, see the online help for Service Level Agreements (SP) application. This help also describes escalations, notifications, and actions.