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Creating Service Level Agreements

If you need to first create Service Level Agreements (SLAs), then perform the following task.

To create SLAs

1. Navigate to the Agreements screen > List view.
2. In the Agreements list, create a new record and complete the necessary fields.

   Some fields are described in the following table.

   Field	Examples
   Name	AA_Agreements
   Account	ABC Company
   Type	Service Level Agreements
   Status	Current

3. In the Name field, click the link.
4. Click the Entitlement view tab, create a new record and complete the necessary fields.

   Some fields are described in the following table.

   Field	Examples
   Type	Service
   Service Hours	24 hours, 7 days a week

5. Click the Contacts view tab, and then click Add to add the contacts to which the entitlement relates.

   This is the user who submits the ticket. Be sure to enter the supported channels for the entitlement—for example, if you only support your users over the Web, then select the Internet check box only. Select only the check boxes for the channel you want to support—for example All Products, Phone, Email, and so on.

6. Click the Products view tab, to add the assets the entitlement relates to, create a new record and complete the necessary fields.

   When an incident or problem record is created against that asset, the agreement is used.

7. Click the Metrics view tab, create a record and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments or Examples
   Type	Response Time
   Value	Enter the recommended time for the escalation and resolution time—for example 4 hours. For more information about recommended times for SLA entitlements, see Table 5.
   Units	Days, Hours, Percentage, and so on
   Priority	ASAP, High, Medium, or Low
   Service Hours	24 hours, 7 days a week

8. Click the Metrics view tab, create a record and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments or Examples
   Type	Escalation Time
   Value	Enter the recommended time for the escalation and resolution time—for example, 4 hours. For more information about recommended times for SLA entitlements, see Table 5.
   Units	Days, Hours, Percentage, and so on
   Priority	ASAP, High, Medium, or Low
   Service Hours	24 hours, 7 days a week