A service level agreement (SLA) is an agreement between a service company and a service customer. In an SLA, the customer agrees to a minimum response time based on when the service company records the issue until the issue has been resolved.

An SLA enforces a standard way to deal with the level of service that is offered to customers, and also makes it transparent for a service company when a service job should be completed.

Any number of SLAs can be created to offer service customers different levels of service.

Create a service level agreement

  1. Click > > > .

  2. Type a name for the service level agreement in the field.

  3. Type the time that you want to allow for completion of service calls that are attached to the service level agreement, and then select a calendar if you want to base the service level agreement on a specific calendar.

Apply a service level agreement

The SLA is applied directly to a service agreement.

Service orders that you create manually and attach to a service agreement with an SLA are measured against this SLA.

Service orders that you create automatically are not attached to an SLA.

Apply the service level agreement to the service agreement

  1. Click > Common Forms> .

  2. Select a service agreement line, and then use the field to assign a service level agreement to it.

Apply the service level agreement to the service agreement group

  1. Click > > > .

  2. Select a service agreement group on the tab, and then assign a service level agreement to it on the tab.

Track time on a service order against an SLA

When you create a new service order that is attached to a service agreement with an SLA, the interval within which the service should be done is initiated, and time is automatically tracked. In addition, you can set the following options:

  • You can start and stop time recording on the service order to register the total amount of time that is spent on service orders.

  • You can monitor compliance with the time frame that is set in the service level agreement.

  • You can define reason codes that must be set if the time frame of the service level agreement is exceeded.

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