About Applying Service Level AgreementsAbout Applying Service Level AgreementsA service level agreement (SLA) between a service provider and its customers specifies service commitments that the service provider agrees to meet. For each SLA, you create commitments. The SLAs are matched to the work order in the same way that a customer agreement is matched. Each SLA specifies such criteria as priority, affected person, classification, service or service group, and so on.
For example, you might have commitments such as the following:
Response time of 5 minutes and resolution time of 15 minutes when the priority is 1, the affected person is a senior executive, and the asset type is laptop.
Response time of 30 minutes and resolution time of 60 minutes when the priority is 3, the classification is IT Support, and the asset type is copy machine.
For each commitment, you can establish escalation actions or notifications that occur if the commitment might not be met.
Your system administrator determines whether you can apply one or more than one SLA to work order. If you can apply more than one SLA, the system administrator determines which SLA updates the target time fields. The administrator determines whether the highest-ranked SLA or the SLA with the most stringent commitment updates the fields.
There are several ways in which SLAs are applied to tickets or work orders:
Using a workflow or escalation process, or using another SLA.
Using the Apply SLA action, which lets the system choose and apply the most appropriate SLA or SLAs for the record.
Using the Select / Deselect SLA action to remove or select an SLA.
For more information about SLAs, see the Service Level Agreements (SP) help.
SLAs are selected based on conditions that match the information on the work order. The less specific the SLA, the more records to which it is potentially applicable, and vice versa. For example, if there is no customer associated with an SLA, the SLA can be matched to a work order for any customer.
For more information about matching SLAs to other records, see the Service Level Agreements (SP) help.