SLA General Options

Select SLA (Service Level Agreement) or OLA (Operational Level Agreement).

SLAs and OLAs are defined and processed the same way, but typically an SLA addresses customer commitments, while an OLA addresses internal commitments that ensure that an SLA is met. For example, an SLA could stipulate that a PC is delivered to a customer within five business days; one OLA could stipulate that the purchasing department processes the purchase order within four hours, and another OLA could stipulate that the IT department sets up the PC within one business day.

Enter a name. Names must be unique within a project.

Enter an optional description.

(Optional) Click the calendar icon and select a start date and time for when the SLA should take effect. For the time, click the hour, minute, or second, and scroll up or down. Click Accept to keep the values, or click Clear to start over or specify no start date.

(Optional) Click the calendar icon and select an end date and time for when the SLA should stop being in effect. For the time, click the hour, minute, or second, and scroll up or down. Click Accept to keep the values, or click Clear to start over or specify no end date.

Type a number that represents the percentage of items that must meet the SLA before it is considered in violation. If you want the threshold to be measured against a period of time, select per month, per quarter, or per year. This value is used in the "Performance Breakdown" SLA report in the SBM User Workspace.

After you click Save, this field shows Active (if the current date and time are within the specified range), Inactive (if the start date and time have not been reached), or Expired (if the end date and time have elapsed).