Basic Data for Service Contract/SLA
Usage
Use this tab to define the Service Level Agreements
(SLAs) applicable for your company. A service level agreement primarily focuses
on the various times (hours and minutes) that can be applicable in a service
contract. These include;
- Response Time - The time from entering a fault to
when the work should be started.
- Resolution Time - The time from entering a fault
to when the work should be finished.
- Cut-off Time - The time up to which a
resolution time can be calculated. 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.
Activity Diagrams
BDR for
Service Contract
BDR for 360
Scheduling
Activities
Define Service
Level Agreement