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:

SLAs can be monitored in the following ways:

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.