Creating and Editing Service Level Agreements (SLAs)

Article:HOWTO82067  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL
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Creating and Editing Service Level Agreements (SLAs)

A Service Level Agreement (SLA) is a contract between an organization and its service provider. It sets the expectations and requirements for service delivery. The SLA can be between an external customer and your customer support team or between your organization's employees and your IT department. The corporate policy typically defines the overall SLA. The SLA formally defines the agreed-upon services, priorities, and responsibilities that are required to support the customers and users.

SLAs use a Business Hours Configuration to determine if an SLA is late or not. The predefined SLAs are configured to use the Default Business Hours. Before you create an SLA, you should configure your business hours.

See Configuring business hours.

Video: For more information about configuring business hours, creating SLAs, and rulesets for SLAs, see ServiceDesk Configuration: SLA Framework Overview on Symantec Connect.

When you create or edit SLA levels, you can configure the Late Date. SLA Configuration late date is made up of days and minutes. You can enter whole or fractional amounts into the Days field, in decimal format. You can also use a combination of days and minutes.

See About configuring the Service Level Agreement (SLA) late date.

To create or edit Service Level Agreements (SLAs)

  1. In the Process Manager, click Admin > Process Automation.

  2. On the Available Services page, expand Incident Management and click Service Dashboard.

  3. Under Actions: INCIDENT-MGMT, click Manage SLA Levels.

  4. On the SLA Levels Configuration page, under SLA Levels, perform one of the following actions:

    Edit an existing SLA level

    In the SLA Levels table, in the row for the SLA level that you want to edit, click the Actions symbol (orange lightning). Then click Edit SLA Level.

    Add a new SLA level

    In the lower right, click Add SLA Level.

  5. In the SLA Level Editor, provide information for the following items:


    Provide a descriptive name to identify the SLA level.


    Provide a description of the purpose of the SLA level.


    Select the milestone for which the SLA level applies.


    Indicate whether or not the escalation is Late or Warn.

    Late Date

    Provide the amount of time that must pass for the SLA to be considered Late or Warn.

    Use Business Hours

    Indicate whether or not you want to associate business hours with this SLA level.

    Business Hours

    Select the Business Hours Configuration that you want to associate with this SLA level to determine when a service is considered Late or Warn.

  6. Click Save.

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