Service Level Agreement TabService Level Agreement TabYou use the Service Level Agreement tab in the Service Level Agreements (SP) application to create, view, modify, or delete a service level agreement (SLA). When you create an SLA, you define the type of ticket, type of work order, or other object to which the SLA applies. You also define whether the SLA is for customers, internal customers, or vendors.
You further define an SLA by adding the following information:
ranking value that is used to select one or more SLAs when applying SLAs to records.
name of the SLA administrator
vendor or customer contact information
start, end, and review dates for the SLA
organization and site of a ticket to which the SLA is applicable. This may not be the same as the asset organization and site.
organization, calendar, and shift of records to which this SLA applies
commitments between the service provider and the customer.
For information about a field, place the cursor in the field and press Alt + F1.
Create a Service Level Agreement
Modify a Service Level Agreement
Create an Escalation for an SLA
Associate Contracts with an SLA