Commitments for service level agreements

When you create a service level agreement, you specify the commitments that you agreed to fulfill for external or internal customers. A commitment is a level of service that is agreed upon between the service provider and the customer that can be measured in a qualitative or quantitative way.

Escalations and service level agreements

In the Service Level Agreements application, you can create an escalation to ensure that you comply with a service level agreement. One escalation is created per service level agreement, and you can add individual escalation points for each commitment that exists in a service level agreement. The values for the escalation points are defaulted from the values that you specified in the commitment. You can view and change the escalation point conditions on the Escalation tab.

Vendor service level agreements

For vendor service level agreements, an external vendor fulfills commitments for you.

Predefined commitment types

The following table describes the predefined commitment types.

Commitment Type	Applies to	Description
Contact	Ticket applications	Set the target contact date for a ticket when a service desk agent applies a service level agreement A measure of time
Response	Ticket and Work Order applications	Set the target start date for a ticket or work order when a service desk agent applies a service level agreement A measure of time
Resolution	Ticket and Work Orders	Set the target finish date for a ticket or work order when a service desk agent applies a service level agreement A measure of time
Other	All objects	Apply to any business object Possible synonyms for other include availability, reliability, and downtime No business rules are associated with this type A value + a unit of measure + a time period

You can implement other commitment types to suit the needs of your business environment.

Except for the commitment type Other, you can add only one of each commitment type to a service level agreement. Three attributes are used to define the commitment types: value, unit of measure, and time period (in days). When you choose a type, the attributes are editable or read-only, as needed. For example, if you set the type to Response, the Value field and Unit of Measure field are editable. If you set the type to Other, the three attribute fields are editable.