Managing Service Agreements

Service Level Agreements define the quality of service that specific organizations, groups, and/or assets should receive. Each agreement includes its own Default Severity, as well as a Start and End Date. It may also have list of Subscribers that notifies additional users (or groups) of the following:

Notification	Definition
Response Reminder	First Response time is halfway over.
Response Alert	First Response time exceeded (Out of Compliance).
Resolution Reminder	Resolution time is halfway over.
Resolution Alert	Resolution time exceeded (Out of Compliance).

 

From an SLA's Start to End Date, the Service Level in effect is displayed in that organization, group, or asset's record. All users can view the Terms by clicking on the Service Level name.

Regardless of its Start Date, an SLA is automatically applied only to new issues submitted after the date and time it was saved to your system. However, it can be manually applied to existing issues submitted on or after their Start Date by updating their Severity (or any other value). More importantly, if an issue simultaneously qualifies for multiple SLAs, only one can be applied. This will be the Asset’s SLA—or if there is no Asset SLA—the Group or Organization SLA with the strictest Terms.

Once applied to an issue, the Service Level in effect is also displayed in that issue record (with Terms popup included), along with two additional fields. First Response Time is automatically populated with the date and time an initial response is added. First Call Resolution appears only on the Close Issue screen. This checkbox is automatically selected when the Submit and Close button is used from the Submit Issue screen—or can be manually selected from the Close Issue screen.

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Adding Service Agreements

  Steps:

1. Click the gear icon in the upper right > click Service Level Agreements beneath the Tools > click Add beneath the Agreements area of the right context menu.
2. Select the Client Type and name.
3. Select the Service Level for this Agreement.
4. Select the Default Severity for this client’s issues.
   • This value will only be used when the issue submitter cannot or has not specifically selected one.
5. Use the calendar search to define the Start Date and End Date of the Agreement.

6. Click Save.

A confirmation message will appear when this process is complete.

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Editing Service Agreements

Steps:

1. Click the gear icon in the upper right > click Service Level Agreements beneath the Tools > click List beneath the Agreements area of the right context menu.
2. Click the number next to the Service Level that contains the Agreement you are modifying.
3. Click edit next to the Agreement in the Client List that appears.
4. (Optional) Before making any other changes on the Edit Service Level Agreement screen, use the View/Maintain Subscribers... link to add or change member settings on this SLA’s list of Subscribers:
    
   • Response Reminder 1st Response term halfway over
   • Response Final 1st Response term exceeded (Out of Compliance)
   • Resolve Reminder Resolution term halfway over
   • Resolve Final Resolution term exceeded (Out of Compliance)

5. Make your changes in the Edit Service Level Agreement screen.

6. Click Update.

A confirmation message will appear when this process is complete.

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Deleting Service Agreements

Steps:

1. Click the gear icon in the upper right > click Service Level Agreements beneath the Tools > click List beneath the Agreements area of the right context menu.
2. Click the number next to the Service Level that contains the Agreement you are deleting.
3. Click del next to the Agreement in the Client List that appears.
4. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.