Service Level Agreements application

In the Service Level Agreements application, you create and manage service level agreements. Service level agreements document the commitments between service providers and customers. Services consist of tasks that service providers complete to fulfill customer needs. Commitments are responsibilities that service providers must meet to fulfill service level agreements.

Service level agreements exist at the system level. However, you can restrict service level agreements to the organization or site level. If you do not specify values for organization and site, anyone can view the service level agreement and users from any site with the proper permissions can apply the service level agreement. If you specify values for organization or site field, users can only view or apply that service level agreement within the specified organization or site.

When you create a service level agreement, you can perform these functions:

Rank service level agreements according to precedence, which determines which service level agreement to apply
Set effective start date, end date, and review date for a service level agreement, which you can use to drive a workflow process
Associate contracts with a service level agreement
Associate related service level agreements with the current service level agreement
Associate assets and locations with a service level agreement
Create key performance indicators, or metrics, for a service level agreement
Create escalations to support the commitments in a service level agreement

Service level agreements and other applications

Users can apply valid service level agreements to records from other applications.

Other application example

In a service desk environment, a user with the proper permissions can apply a service level agreement from any of the Ticket applications or Work Order applications.

Service level agreements and escalations

You can use the Service Level Agreements application and escalation functionality to manage and meet the commitments in a service level agreement. An escalation is a function that automatically monitors critical processes. A service level agreement can have one or more commitments, each having their own escalation points.

Escalations example

You have a service level agreement with a customer. The service level agreement has two commitments with an escalation point for each. The first commitment is to respond to all incidents that are related to the e-mail server within two hours. The escalation point for the first commitment is to notify a supervisor if no response has been given after one hour.

The second commitment is to resolve all incidents that are related to the e-mail server within four hours. The escalation point for the second commitment checks the status of the incident at the two-hour point. If the incident is still open, ownership of the incident is reassigned to the supervisor. The supervisor can take the appropriate actions to meet the service level agreement commitments.

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