Service-level agreements

As a matter of company policy, a service-level agreement defines the maximum number of work hours for responding to a customer service request. The phrase work hours refers to the hours when the company is open for business. You can define more than one service-level agreement for an isolated region.

The following example shows the expected response time for an incoming request:

Start time	A service request comes in at 3:00 PM.
Response window	The service-level agreement specifies a response within four work hours.
Work hours	The company is open for business from 8:00 AM to 5:00 PM each day.
Latest expected response time	A response is expected by 10:00 AM the next day.

Definition of entry attributes

The definition of a service-level agreement consists of entries. The entry array is one-based (as with all workflow field arrays).

An entry has the following attributes:

Deadline and reminder	The time intervals to set for the deadline and reminder for a step.
Calculation units	Whether days or minutes are to be used as the units for calculations.
Work schedule usage	Whether a work schedule is to be used in the calculations. For information about work schedules, see Work schedules.
Cutoff time usage	Whether a cutoff time is to be used in the calculations. For information about cutoff times, see Work schedules.
Day adjustment option	An option for determining the time of day that a function returns for a deadline or reminder. For more information, see Day adjustment options.