Corporate Service Level Agreements

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Introduction

The Service Level Agreements or SLAs allow you to define a combination of Service Levels and Service Level Targets. SLA's can be defined here as Global and can be associated to multiple services. In addition it is possible to configure Service Specific SLA's from within each Service Record.

• It is possible to associate both Global and Service specific SLA's to a single Service, you can then use the Manage Rules options on the Service record to define which SLA and which of it's Service Levels should be used in different circumstances.

Adding A New Service Level Agreement

Choose the Add New Service Level Agreement button and complete the mandatory questions

• Name - Define what the SLA will be referred to as, and how it will appear, remember that the SLA will act as a container for one or more Service Levels and their specific Service Level Targets.
• Description - Define the purpose of the SLA and what it covers
• Work Calendars - Choose which calendar the SLA will be based on. The chosen Work calendar can be configured to operate in a specific timezone, with definable Operational Hours, and Holiday Exclusions.

• Note - It is possible to configure multiple Work Calendars in the Admin Console > Home > System > Work Calendars

Select Create to add the new SLA.

Adding Service Level's to a SLA

Once you have defined a SLA, you can add one or multiple Service Levels and their associated Service Level Targets to it.

Select New Service Level from under the Configuration tab to add a Service Level to this SLA.

• Name - Define what the SL will be referred to as, and how it will appear - For Example Gold, P1, High
• Description - Define the purpose of the SL and what it covers

Select Create to add the SL to the SLA.

Associating Service Level Targets to your SL

Once you have a SL created, you can highlight the SL in the list of SL's to configure it's Service Level Targets (if required).

Select Add Target and choose if you want to add a Response or Resolution target to this Service Level

• Response Target - Typically the time between a ticket being raised and first being responded too
• Resolution Target - Typically the time between the ticket being raised and a resolution being achieved

Choose the Target time in Days, Hours and Minutes.

Select Create to add the Service Level Target to your Service Level

If you wish to add a second Service Level Target to your Service Level, repeat the above steps, choosing the remaining Service Level Target Option.

Manage Rules

• If you create more than one Service Level for any SLA, you will enable the Manage Rules tab, which will allow you to configure rules to manage when the different Service Levels should be invoked.