Service Level Agreements

Articles

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 Ser...
Managing Service Agreements
Service Level Agreements define the quality of service that specific Organizations, Groups, and/or Assets should receive. Each Agreement includes its own Default Severity , as well as a Start and End Date . It may also have an Email Distributio...
Managing Service Levels
The third step in the Service Level Agreement setup is creating Service Levels . Service Levels establish the quality of service categories (e.g. Platinum, Gold, Silver, Bronze)  available through an SLA. Only the name of the Servi...
Managing Service Terms
The fourth step in the Service Level Agreement setup is creating terms for Service Levels established in the previous step. Compliance with your Terms is calculated (and re-calculated if relevant Terms change) from the date and time an SLA i...
Managing Severities
Severities organize (SLA and optionally non-SLA) issues into categories based on their impact on the user or overall user base. These categories can have generic (e.g. Severity 1, Severity 2, Severity 3) or fairly descriptive (e.g. Major,...