Data Model > Data Dictionary > S > SLA Terms
SLA Terms
Service Level indicates the details of coverage a customer is entitled to in a service contract. For example, a Bronze level coverage might be used to provide a response within a maximum of 24 hours whereas Platinum level coverage can be used for 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.
API Label: SVMXC__Service_Level__c
No. of Fields: 18
Field Label
Field Name
Data Type
Description
Custom Relationship Fields
Business Hours
SVMXC__Business_Hours__c
Lookup(Business Hours)
Standard Fields
Service Level
Name
Text(80)
The auto-generated record name.
Custom Fields
Active
SVMXC__Active__c
Checkbox
Indicates if this service level is currently active and available for use.
Description
SVMXC__Description__c
String
Detailed description of the service level. Information entered here are displayed on the Case entitlement screen when a service contract is selected.
Effective Date
SVMXC__Effective_Date__c
Date
Date from which this service level is available for offering to customers through service contracts.
Initial Response Tracked On
SVMXC__Initial_Response_Tracked_On__c
Picklist
Initial SLA Cutoff Time
SVMXC__SM_Initial_SLA_Cutoff_Time__c
Time
This stores SLA daily cutoff time for Initial Response clock.
Initial Unit of Measure
SVMXC__SM_Initial_Unit_of_Measure__c
Picklist
This field stores unit of measure (minutes/days) on Initial Response Clock.
Onsite Response Tracked On
SVMXC__Onsite_Response_Tracked_On__c
Picklist
Onsite SLA Cutoff Time
SVMXC__SM_Onsite_SLA_Cutoff_Time__c
Time
This stores SLA daily cutoff time for Onsite Response clock.
Onsite Unit of Measure
SVMXC__SM_Onsite_Unit_of_Measure__c
Picklist
This field stores unit of measure (minutes/days) on Onsite Response Clock.
Resolution SLA Cutoff Time
SVMXC__SM_Resolution_SLA_Cutoff_Time__c
Time
This stores SLA daily cutoff time for Resolution clock.
Resolution Tracked On
SVMXC__Resolution_Tracked_On__c
Picklist
Resolution Unit of Measure
SVMXC__SM_Resolution_Unit_of_Measure__c
Picklist
This field stores unit of measure (minutes/days) on Resolution Clock.
Restoration SLA Cutoff Time
SVMXC__SM_Restoration_SLA_Cutoff_Time__c
Time
This stores SLA daily cutoff time for Restoration clock.
Restoration Tracked On
SVMXC__Restoration_Tracked_On__c
Picklist
Restoration Unit of Measure
SVMXC__SM_Restoration_Unit_of_Measure__c
Picklist
This field stores unit of measure (minutes/days) on Restoration Clock.
Select
SVMXC__Select__c
Checkbox
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