Managing Service Levels

The third step in the Service Level Agreement setup is creating Service Levels. Service Levels establish the quality of service categories (e.g. Platinum, Gold, Silver, Bronze) available through an SLA. Only the name of the Service Level is required. Viewing the list of Service Levels gives you the ability to add your Response and Resolution Times for each Severity by clicking “terms.”

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Levels within your system.


Adding Service Levels

The following steps must be repeated for each Service Level you want to offer. Keep in mind that every Service Level you add will require its own Service Terms for each Severity you have added.

Steps

  1. Go to Administration > SLAs > Service Levels > Add.
  2. Enter a name for the new Service Level.

  1. (Optional) Define this Service Level’s Display Order (e.g. 3 = third place) within related lists and drop-downs.
  2. (Optional) Enter any Comments (e.g. standard pricing or length) you want to record with this Service Level. This information will be displayed only from the Edit Service Level screen.
  3. Click Save.

A confirmation message will appear when this process is complete.


Editing Service Levels

Clicking edit only allows you to change the name of the Service Level. To change setting specifics for that Service Level you will need to modify its Service Terms.

Steps

  1. Go to Administration > SLAs > Service Levels.
  2. Click edit next to the Service Level you are modifying.
  3. Make your changes on the Edit Service Level page that opens.
  4. Click Update.

A confirmation message will appear when this process is complete.


Deleting Service Levels

Steps

  1. Go to Administration > SLAs > Service Levels.
  2. Click del next to the Service Level you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.