About Service Level Agreements

You can set, manage, and monitor service expectations for your clients through the Service Level Agreements (SLAs) configuration option. SLAs help improve accountability and quality of service, especially when used in conjunction with any ITIL Service Level Management (SLM) best practices.


 

Terminology and Functionality

In a basic SLA scenario, an issue needs an initial response and complete resolution within a certain set of time frames. Exactly which time frames apply and when is automatically determined by a series of values, including its Severity and the Service Level defined within the Service Level Agreement for that particular Organization, Group or Asset. Throughout the life cycle of this issue, Compliance with the relevant Service Terms is also closely tracked through a number of reporting functions and—as needed—progressively reinforced with automatic email reminders and alerts.

It’s best to be familiar with several terms going forward:

Term Definition
Severity Rating the issue’s impact on the organization, which ultimately determines the issue. Response and Resolution Times by its link to Service Levels and associated Agreements.
Response Time Allowed time for someone other than the issue submitter to add a public note in reply to the issue.
Resolution Time Allowed time to close the issue.
In Compliance Issue responded to within Response Time and closed within Resolution Time.
Out of Compliance Issue not responded to within Response Time or closed beyond Resolution Time.
Service Level Set of terms defining applicable days and time, Response, and Resolution Times for each Severity.
Agreement Used to apply a Service Level and a default Severity to an issue based on the Organization, Group, or Asset of either the Submitter or Assignee, dependant on the system settings.

 

Setting Up SLAs

The initial setup required for implementing SLAs involves five tasks. These tasks must be completed in this order—but do not have to be completed all at one time.  Click on any of the links below for steps on each specific stage of the process:

  1. Activating SLAs
  2. Adding Severities
  3. Adding Service Levels
  4. Adding Service Terms
  5. Adding Service Agreements


Activating SLAs

Only users with Sys Admin permissions can activate SLAs within your system. Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Severities, Service Levels, Service Terms, and Service Agreements within your system.

Service Level Agreements are optional in Issuetrak. When enabling the feature you will need to decide if you want your SLAs to be applied based on the Issue Submitter or the Issue Assigned To value.

  • Issue Assigned To – Based on the User or Group membership of the Assignee that responds to the issue. For example, two issues with the same Severity could have Service Levels with different terms depending on whether the issue was assigned to a network User or Group or a software User or Group.
  • Issue Submitted By – Based on the Submitter’s values and the more common way to apply SLAs. For example, an issue from Customer A would have a different Service Level than an issue from Customer B.

Steps:

  1. Go to Administration > System > System Settings > Features and scroll down to the Service Level Agreements section.
  2. Select Use SLAs and choose the option your SLAs to be applied based on (In either of these configurations, Asset-related Agreements will always take precedence over all other Agreements).
  3. Click Update.

A confirmation message will appear when this process is complete and the SLAs menu option will appear in the Administration menu when the update is complete.


 

Reporting on SLAs

With SLAs applied, additional information is available on the Dashboard and reports.


Dashboard


Summary Report


Report Writer Report