Define Service Level Agreement

Explanation

This activity is used to define service level agreements (SLA) that will be used in the service contract.

Prerequisites

• The company must have been set up.
• Calendars must be defined in Calendar.
• If the SLA is to be used for Scheduling, scheduling types must be defined in Scheduling Type.

System Effects

• The SLA can be connected to a service contract.
• For work orders originating from a service contract, the SLA will be used to calculate the SLA Requested Start and/or SLA Requested Finish dates.

Window

Service Contract Basic Data

Related Window Descriptions

Service Contract Basic Data
Service Contract Basic Data/SLA

Procedure

1. Open the Service Contract Basic Data window
2. Click the SLA tab and create a new record (F5).
3. Enter the required company in the Company field. The default company is shown automatically. Use the List of Values to select a different company.
4. Enter a unique identity for the service level agreement in the SLA ID field and a description in the Description field.
5. In the Response Time Hours and Response Time Minutes fields, enter the response time in hours and minutes respectively. The response time refers to the minimum time needed between entering a fault and starting the actual work. The default value is set to 0 in both fields but can be changed if necessary.
6. In the Resolution Time Hours and Resolution Time Minutes fields, enter the resolution time in hours and minutes respectively. The resolution time refers to the maximum time taken to complete the work, i.e., the time between entering a fault and finishing the work. The default value is set to 0 in both fields but can be changed if necessary.
7. In the Cut-off Time Hours and Cut-off Time Minutes fields, enter the cut-off time in hours and minutes respectively. The cut-off time refers to the time up to which a resolution time can be calculated. Note: If the remaining time of the work day is less than the cut-off time when creating a service request, the resolution time is calculated from the next work day. The default value is set to 0 in both fields but can be changed if necessary.
8. In the Calendar ID field, enter the identity of the calendar that is applicable for the SLA. Use the List of Values to select a valid value.
9. In the Primary Scheduling Type field, enter the primary scheduling type for the SLA. Use the List of Values to select a valid value.
10. In the Secondary Scheduling Type field, enter the secondary scheduling type. Use the List of Values to select a valid value.
11. In the Secondary Scheduling Type Duration Hours field, enter the duration in hours for the secondary scheduling type.
12. Save the information (F12).