SLA Settings

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.

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 show data only if projects have SLAs defined for them. Additionally, for Service Support Manager (SSM) installations, a service request must have been associated with each of those projects in Service Request Center.
If SBM is installed without SSM, the SLA Engine service must be running in SBM Configurator. For details, refer to the SBM Configurator online help.

Toolbar Options

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 x.

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