Service Levels

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Index

Introduction The use of Service Levels on a Service Level Agreement allows you to define one or more levels of support that will be available for the Service Level Agreement. Naming conventions will commonly follow titles such as Gold, Silver, and Bronze. Each Service Level allows you to define targets that are applied to requests that are used by Service staff to achieve time based goals.

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Configuration

Under the Configuration Tab you have the option to add one or more Service Levels.

New Service Level

A Service Level for this Service Level Agreement can be created using the + New Service Level button.

• Name

This is the name that describes the Service Level. Commonly, naming such as Gold, Silver, and Bronze are used. This name will be used when adding Service Level rules so it is helpful to have the name provide some meaning to describe the Service Level to make it easy for selection.

• Description

Provide a description to allow other users that have access to the Service to have an understanding of the use of the Service Level.

Manage Rules

For each Service Level Agreement you are able to configure one or more Service Levels. Once more than one Service Level has been define the Manage Rules tab is displayed.