Apply an SLA (Service Level Agreement)Apply an SLA (Service Level Agreement)Use the Apply SLA dialog box to apply an SLA. An SLA (Service Level Agreement) typically is a written agreement between a service provider and its customers. The SLA describes one or more commitments and the escalation actions or notifications associated with each commitment. When you use the Apply SLA dialog box, the system finds and applies the SLA(s) that match the selected record.
You can access this dialog box from more than one application. In addition, the system might apply an SLA via a workflow or escalation process, or via another SLA.
Note: Before you can apply an SLA, the record must have a site defined.
Display the record to which you want to apply an SLA.
From the Select Action menu, select Apply SLA. After applying an SLA, the system displays a confirmation message indicating that an SLA has been applied. Depending on how your system administrator has configured the system, using the Apply SLA dialog box might apply one or more than one SLA to the record.
Note: If there are no applicable SLAs, the system displays a message to indicate that there are no SLAs to apply to this record. If you try to apply an SLA to a record that already has an applied SLA, the system displays a message asking if you want to override the existing SLA.
After you apply an SLA, the system selects the SLA Applied? check box on the record's main tab. The system may calculate the Target Start, Target Finish, and Contact values for the record:
When you apply an SLA that includes a response commitment to a service request, the system enters a value in the Target Start date field based on that SLA.
When you apply an SLA that includes a resolution commitment to a service request, the system enters a value in the Target Finish date field based on that SLA.
When you apply an SLA that includes a contact commitment to a service request, the system enters a value in the Target Contact date field based on that SLA.
To view details about applied SLAs, use the View SLA action.
Note: The system applies the SLA to the record only, not to its activities. To apply an SLA to an activity, you must access the record in the Activities and Tasks (SP) application, then apply an SLA.