Service Level Agreements

Articles

About Service Level Agreements
Information You can set, manage, and monitor service expectations for your clients through the Service Level Agreements (SLAs) configuration option. SLAs help improve accountability and quality of service, especially when used in conjunction ...
Activating SLAs
Steps Go to Administration > System > System Settings > Features and scroll down to the Service Level Agreements section. Select Use SLAs. If your Service Levels are based on Agreements with Submitters&rsq...
Adding Service Agreements
Steps An Email Distribution List can be added to an Agreement (from the Edit screen) only after it is saved.                Go to Administration > SLAs > Agreements > List All ...
Adding Service Levels
Information The following steps must be repeated for each Service Level you want to offer. Keep in mind, every Service Level you add will require its own Service Terms for every Severity you have added.   Steps Go to Admin...
Adding Service Terms
Steps Compliance is calculated (and re-calculated if relevant Terms change) from the date and time an issue is submitted and only during Coverage times. Hours of Operation are not affected by Terms, nor do they have any effect on Terms. All ...
Managing Severities
Adding Severities The following steps must be repeated for each Severity you want to include in your system. Keep in mind, every Severity you add will require its own Service Terms within every Service Level you add. Go to Administrat...
Deleting Service Agreements
Steps Go to Administration > SLAs > Agreements . Click the number next to the Service Level that contains the Agreement you are deleting. Click del next to the Agreement in the Client List that appears. Clic...
Deleting Service Levels
Steps Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Levels within your system. Go to Administration > SLAs > Service Levels . Click d...
Editing Service Agreements
Steps Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Agreements within your system. Go to Administration > SLAs > Agreements . Click th...
Editing Service Levels
Steps Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Levels within your system. Go to Administration > SLAs > Service Levels . Click e...
Editing Service Terms
Steps Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Terms within your system. Go to Administration > SLAs > Service Levels Click ter...