SLA Terms

Name

Name of the service level. Example Gold, Silver, Basic, and Premier.

Description

Detailed description of the service level. Details entered here are displayed in the Case/Work Order Entitlement Screens when a service/maintenance contract is selected.

Active

Checkbox that indicates if the service level is currently active and available for use.

Effective Date

Date from which this service level is available for offering to customers through service contracts.

Default Business Hours

Business hours to be used when applying the SLA Terms on Case or Work Orders. This is a lookup to an existing Salesforce business hours record.

Initial Response Tracked On

Indicates if initial response is tracked on Case or Work Order if a Case/Work Order is entitled using these SLA Terms.

Onsite Response Tracked On

Indicates if onsite response is tracked on Case or Work Order if a Case/Work Order is entitled using these SLA Terms.

Restoration Tracked On

Indicates if restoration time is tracked on Case or Work Order if a Case/Work Order is entitled using these SLA Terms.

Resolution Tracked On

Indicates if resolution time is tracked on Case or Work Order if a Case/Work Order is entitled using these SLA Terms.

Type

Case/Work Order type.

Priority

Case/Work Order priority.

Clock Starts From

Case or Work Order timestamp from which the SLA clock starts for the type of commitment.

Internal Goal

Internal goal in minutes for meeting the type of commitment, if different from customer commitment.

Customer Commitment

Commitment made to customer in minutes for response, restoration, or resolution.

Business Hours Type

Indicates which business hours to be used to calculate the SLA commitment on Case/Work Order when entitled by these SLA Terms. Options are Account, Product (Installed Product), Service Contract, SLA, or Custom.

Business Hours

Business hours to be used to calculate SLA commitments on Case or Work Order when entitled by these SLA Terms. Used only if Business Hour Type is Custom.