Service Level AgreementsService Level AgreementsAn SLA (service level agreement) typically is a written agreement between a service provider and its customers. A commitment is a service level that all parties have agreed to, such as amount of time to respond to or resolve the issue, or asset reliability or availability.
The SLA describes one or more commitments and the escalation actions or notifications associated with each commitment. Escalation actions or notifications might be associated with an SLA to ensure that commitments are met. An escalation process can monitor all activities and send notifications or perform other activities to ensure that commitments are met.
You can associate an SLA with an incident in several ways:
The system might apply an SLA automatically via a workflow or escalation process, or via another SLA.
An agent can select an action to apply an SLA, which lets the system choose and apply the most appropriate SLA or SLAs for the record.
An agent can view and select an SLA for a record.
Before you can apply an SLA, the problem record must have a site defined. For more information about SLAs, refer to the Service Level Agreements help.