SLA Settings

Service Level Agreements (SLAs) are used to measure how well an organization responds to service requests 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.

Note: 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.
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.
Toolbar Options
Tip: Click the icon next to the SLA name to see a summary of the SLA.