Configuring Service Level Management

You can configure various aspects of Service Level Management based on the specific requirements of your organization.

• Service Level Management plugins
  You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.
• Configure Service Level Agreement (SLA)
  Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.
• Configure SLA retroactive start and pause
  You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.
• Configure the SLA timer
  Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
• Extend SLA condition rules
  You can create custom SLA condition class and condition rule records.
• Create SLA breakdown definitions
  You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task (incident). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.