SLA Terms
Service Level Agreement (SLA) Terms indicate the details of coverage a customer is entitled to receive in a service/maintenance contract or a service-level agreement. For example, a Bronze level coverage might be used to provide a response within a maximum of 24 hours whereas a Platinum level coverage can be used for a response within 4 hours. Service level can also be used to indicate exceptions, and coverage based on time-of-the-day (8 or 24) and day-of-the-week (5 or 7) support eligibility of a customer.
SLA Terms consists of the following blocks of information:
• General Information: Name, description, and so on.
• Initial Response: Rules based on Case/Work Order Type and Priority to indicate how to calculate initial response time when entitled by an SLA Term.
• Onsite Response: Rules based on Case/Work Order Type and Priority to indicate how to calculate onsite response time when entitled by an SLA Term
• Restoration: Rules based on Case/Work Order Type and Priority to indicate how to calculate restoration time when entitled by an SLA Term.
• Resolution: Rules based on Case/Work Order Type and Priority to indicate how to calculate resolution time when entitled by an SLA Term.
• Services: List of services and commitments provided as part of the SLA Terms.
When SLA Terms are defined and when advanced SLA management is enabled for your organization, the ServiceMax SLA engine calculates commitment times automatically on Case and Work Order. Based on the calculated timestamps, the Case and the Work Order screens display a countdown clock on various time commitments.