Enter SLA
Explanation
This activity is used to enter or change the service level agreement (SLA)
lines for the service contract.
Prerequisites
- SLA order templates should be defined in
SLA Order Template
and should be in Active status.
- Calendars should be defined in Calendar.
System Effects
As a result of this activity a service level agreement line
is entered on the service contract.
Window
Service
Contract
Related Window Descriptions
Service Contract
Service Contract/SLA
Procedure
- Open the
Service Contract window and
query for the required service contract (F3).
- Click the
SLA
tab, If the SLAs are to be entered for the whole contract, Else Click the
SLA sub tab in under services.
- In the Work Type field, enter the work type
which is applicable for the SLA and the selected line number. Use the List
of Values to select a valid value. Leave this field empty if the given
service
contract line is valid for all work types.
- Enter the Primary criteria of the SLA by selecting a valid
type from the Criteria list and enter the criteria value, where
applicable.
- Similarly, enter the Secondary criteria of the SLA by selecting a valid type from the Criteria list and enter the criteria value, where applicable.
- In the SLA Template ID field, enter the identity of
the SLA order template which is to be connected to the service contract/service contract
line. Use the List of Values to select a valid value.
- Enter the Date From/Date To as required. The Date From
defaults to the contract Date From.
- Save the information (F12).