About Commitment Types

When you create a service level agreement (SLA), you define the commitments you have agreed to meet for your customers. A commitment is basically a level of service that is agreed upon between you and your customer. All commitments can be measured in a qualitative or quantitative way.

There is a set of predefined commitment types. Three attributes are used to define the commitment types: value, unit of measure, and time period (in days). When you choose a type, the attributes are set to editable or read only as needed. For example, if you set the type to Response, the Value and Unit of Measure fields are editable. If you set the type to Other, all three attribute fields are editable.

The following table describes the commitment types.

Commitment Type	Applies To	Description
Contact	Tickets	Sets the Target Contact date for a ticket when a Service Desk agent applies an SLA. A measure of time.
Response	Tickets and Work Orders	Used to set the Target Start date for a ticket or work order when a Service Desk agent applies an SLA. A measure of time.
Resolution	Tickets and Work Orders	Used to set the Target Finish date for a ticket or work order when a Service Desk agent applies an SLA. A measure of time.
Other	All objects	Can be applied to any business object. Possible synonyms for Other include Availability, Reliability, and Downtime. No business rules are associated with this type. A value + a unit of measure + a time period.

Excluding the commitment type Other, you can add only one of each commitment type to an SLA.

From within a service level agreement, you can create an escalation to help ensure you remain in compliance with an SLA. One escalation is created for each SLA, and you can add individual escalation points for each commitment that exists in an SLA. The default values for the escalation points are derived from the values you defined in the commitment. You can view and modify the escalation point conditions on the Escalation tab.

About Commitment Types

See Also