- "Managed Administrator" or "Regular User" product access type
- "Remote Administration" system privilege
- Privileges to edit projects for which SLAs are defined
- Enabler licenses for Serena Service Manager (SSM) or Serena Request Center (SRC). To enable SLAs, either the SSM or SRC enabler license must be procured and installed.
Service Level Agreements (SLAs) are used to measure how well an organization responds to requests for service compared to its published metrics. You define SLAs at the project level of an application.
The SLAs page lists the SLAs that have been defined for the project. It includes the name, description, status, and effective date of each SLA.
To access this page, in SBM Application Administrator, click the SLAs tab on the project page.
- If you change settings for an active SLA, both the old and new version of the SLA are stored. New items will use the new settings, but existing items will continue to use the original settings.
- If an item is updated in a way that makes the condition defining the SLA false, the SLA will no longer be in effect. For example, suppose a high-priority item is being monitored by an SLA that defines that high-priority items should be resolved within three business days. If someone changes the priority to "medium," the SLA will no longer monitor that item.
- Add
Click to add a new SLA.
- Details
Click to view or modify a selected SLA.
- Delete
Click to delete a selected SLA.
- Copy
Click to copy a selected SLA to the current project or to a sub-project in its hierarchy. If you are copying to the same project, you must provide a unique name.
Note: Actions and notifications defined for the SLA are not copied. - Refresh
Click to refresh the page to its last saved state.
- Search for SLA
Type a text string to find matching SLAs. After a moment, all SLAs that contain the string are displayed. To clear your text to search for something else, click
.