Apply service level agreementsApply service level agreementsUse the Apply SLA action to apply a service level agreement (SLA). An SLA typically is a written agreement between a service provider and its customers or a definition of the level of service that equipment must provide. The SLA describes one or more commitments and the escalation actions or notifications associated with each commitment. When you use the Apply SLA action, the system finds and applies the SLAs that match the selected record. In addition, the system might apply an SLA via a workflow or escalation process, or via another SLA.
Before you can apply an SLA, the record must have a site defined.
In the appropriate application, 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 action might apply more than one SLA to the record.
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 warning message asking if you want to override the existing SLA.