Using Service Level Management

Use the Service Level Agreement (SLA) 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.

• SLA calculation
  SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.
• Repair Service Level Agreement (SLA)
  SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
• View SLA timeline
  View an SLA timeline to review its details and its progress over time.
• Add custom business rules to Service Level Agreement (SLA)
  You can add custom business rules to your SLAs.
• Add custom business rules to Service Level Agreement (SLA) considerations
  Prior to adding custom business rules to the task SLA table, you must consider a few points regarding the processing and calculation of the task SLA based on your organization’s needs.
• Monitoring Service Level Agreement (SLA)
  You can view the details for every task SLA record created for a task.