Service level agreements

A service level agreement (SLA) typically is a written agreement between a service provider and its customers or a definition of the level of service that equipment must provide. The SLA describes one or more commitments and the escalation actions or notifications that are associated with each commitment.

A commitment is a service level that all parties agreed to, such as the amount of time to respond to or resolve an issue, or asset reliability or availability. Escalation actions or notifications might be associated with an SLA to ensure that commitments are met. An escalation process can monitor all activities and send notifications or do other activities to ensure that commitments are met.

A service level agreement can be associated with a record in several ways:

• A workflow or escalation process, or another SLA, might automatically apply an SLA.
• You can select an action to automatically apply the most appropriate SLA.
• You can obtain a list of the available SLAs and manually select and apply the most appropriate SLA.