Service Level Agreements

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers. Projects can be associated with a specific SLA, allowing you to track SLA compliance for items submitted in that project.

Users have different reasons to monitor SLAs. For example, service technicians may need SLAs to help prioritize their work. Managers may need historical information to measure how well their organization conformed to SLAs.

The following examples illustrate how SLAs can be tracked:

High-priority items should be assigned to a technician within one business hour.
High-priority items submitted by "Platinum" customers should be assigned to a technician within 30 minutes.
High-priority items should be resolved within three business days.
Ninety-nine percent of hardware requests should be completed within three business days of approval.
No item should be in the New state for more than three business days.

SLAs can be monitored in the following ways:

Customize and view SLA reports that include past performance and current risk information in various formats.
Include the SLA widget control on state forms to view the status of SLAs for a specific item.
Create and subscribe users to notifications that generate when SLA criteria is not met.

Important: SLA reports and the SLA widget only show data if projects have SLAs defined for them, and if one or more services have been associated with those projects in Serena Request Center.