- Go to Administration > SLAs > Agreements.
- Click the number next to the Service Level that contains the Agreement you are modifying.
- Click edit next to the Agreement in the Client List that appears.
- (Optional) Before making any other changes on the Edit Service Level Agreement screen, use the View/Maintain Distribution List link to add or change member settings on this SLA’s Email Distribution List:
- Setting Description
- 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)
- Make your changes in the Edit Service Level Agreement screen.
- Click Update.
A confirmation message will appear when this process is complete.