Service

Assigning an SLA

Within the system a Service Level Agreement (SLA) can be assigned to a Customer, Organizational Unit, Item or a request. When a request is created, the system checks if any of these elements have an SLA. The business logic applied to assign an SLA to a request is as follows:

  1. If the Customer has an SLA then assign this to the request

  2. If the Customer does not have an SLA but the Organizational Unit does, assign this to the request

  3. If the Customer or Organizational Unit does not have an SLA but the Item does, then assign this to the request

  4. If none of the above elements have an SLA, the system Default SLA as defined by Admin in Setup>Privileges>Requests tab, is assigned to the request.

When Billing is enabled, the system checks that a maintenance contract is in place during the request creation process and assigns a Status of Pending - No Contract when an SLA contract is non-existent or expired. To assign an SLA in this situation, the Technician creates a Per Item or Per Request SLA Contract within the Contract tab of the request Information screen.

Assigning an SLA to a Customer

To assign an SLA to a Customer when Contracts are disabled:

  1. Select User>Customers

  2. Select the required Customer name link

    The Customer Information screen opens.

  3. Move to the Contracts tab

  4. Click Edit

  5. In SLA Details, use the drop-down menu to select the SLA for this Customer

  6. Click Save.

Assigning an SLA to an Organizational Unit

To assign an SLA to an Organizational Unit when Contracts are disabled:

  1. User>Organizational Units

  2. Select the required Org Unit Name

    The Org Unit Information screen will open.

  3. Select the Contracts tab

  4. Click Edit

  5. In SLA Details, using the drop-down menu, select the SLA for this Customer

  6. Select Save.