Enter Service Level Agreement

Explanation

This activity is used to enter or change the service level agreement (SLA) values for the service contract to be quoted.

Service quotation should be in the status Under Preparation.
Service contract should be created in the quotation.
Service level agreement (SLA) order templates should be defined in SLA Order Template and should be in Active status.
Calendars should be defined in Calendar.

As a result of this activity a service level agreement line is entered on the service contract.

Open the Service Quotation window and query for the required quotation (F3).
Click the SLA sub tab in Service Contract tab, If the SLAs are to be entered for the whole contract, Else expand the navigator, click on the relevant service line node to open up Services window on the right pane and elect 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.
Save the information (F12).