Assets and locations associated with service level agreements

In the Service Level Agreements application, you associate specific assets, asset types, and locations to a service level agreement. After you activate a service level agreement and the associated escalation, the service level agreement is applied to any listed assets, asset types, and locations.

To associate assets, the service level agreement must have a draft or inactive status. When you associate assets and locations to service level agreements, the following rules apply:
  • You can only associate assets or locations to a service level agreement if the service level agreement applies to a ticket, work order, asset, or location.
  • You can only associate an asset type to a service level agreement if the service level agreement applies to a ticket, work order, or asset.
  • When you restrict a service level agreement to a specific organization or site, only the available assets, asset types, and locations for that organization or site are displayed.
  • When you make a service level agreement and the associated escalation active, the service level agreement is applied to any listed assets, asset types, and locations.
  • When you use the Apply SLA action from another application, the asset, asset type, or location values are used as part of the matching logic.

In the Service Level Agreements application, you associate assets, asset types, and locations on the Assets and Locations tab.

Examples of service level agreements

You have a service level agreement with an outside vendor to provide service for a specific brand of servers. The agreement that you establish is specific to the servers, and each asset in the agreement is associated with the service level agreement. When a ticket is opened that lists one of these assets in the Asset field, the service level agreement for the servers is applied to the ticket.

You have a service level agreement that states that e-mail server 001 must be available 85% of the time in location B5. On the Assets and Locations tab in the Service Level Agreements application, you can associate the specific asset and location being referenced in the service level agreement.

You have a service level agreement that states that 15 servers must be available 90% of the time. Instead of adding the 15 serialized assets to the service level agreement, you can associate the asset type. When you associate the asset type, all individual assets that are classified under that type are automatically associated with the service level agreement.