Service Level Agreements

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Introduction Here you can either link Corporate Service Level Agreements or create Service based Service Level Agreements that are specific to just this Service

Related Articles Service Details Corporate Service Level Agreements Linking Corporate Service Level Agreements to Services Service Level Agreement Rules Builder

Configuration

• Linking Corporate SLAs
• New Service Level Agreement
  • Name
  • Description
  • Working Time Calendar
  • Service Levels
  • Service Level Targets

Manage Rules

Once you have created or associated more than one Service Level Agreement to a service, the selection of the SLA can be automated based on configurable rules. When more than one Service Level has been defined within your Service, the Manage Rules tab will become enabled.

Adding Rules

Click on the New Rule button

• Name - The Name of the Rule
• Service Level Agreement - The Service level Agreement which you would like to be invoked should the conditions of this rule be met
• All - Configure one or multiple conditions which All must match in order for the rule to be met and the defined Service Level Agreement to be invoked.
• Any - Configure one or multiple conditions where Any of the the conditions can match, in addition too any All must match conditions in order for the rule to be met and the defined Service Level Agreement to be invoked.

Configuring Rule Conditions

• Click on the Add Condition button
• Choose one of the available Condition parameters
• Choose if the Condition for the parameter is looking for a match on Is or Is not
• Add one or more values against the Condition parameter

Repeat the above for any additional Conditions you wish to set against the Rule, and click on Create when finished configuring the conditions for the Rule.

Managing the Order Rules are Evaluated

It is possible to define multiple rules per Service. When a request is raised using the Service the system logic will start by evaluating the first rule in the list looking for a match, if no match is found with the first rule, it will evaluate the remaining rules in list order until the first rules match is found.

• Reorder the rules in the list by using the up and down arrows which will be visible once more than one Rule has been configured against the Service.
• If no rules are matched, then No Service Level Agreement will be used or invoked on the request
• If no rules have been configured, the first Service Level Agreement in the list of Service Level Agreements linked to the Service will be used.

Editing and Deleting Rules

• Click on the Rule in the list you wish to edit or delete.
• Add, Amend or Remove Conditions of the Rule and Click Save to apply the edit
• Click Delete to Delete the Rule from the Service