Service Level Agreement (SLA) Fields

The fields of the Service Level Agreement (SLA) form are listed below and recommendations for their use are provided.

Name

Enter the name of the Service level agreement (SLA) in the Name field. Syntax: [Service offering] “for” [Customer]. If each service level agreement (SLA) is assigned a unique identifier, then this identifier can be added to the beginning of the name. Examples: the premium level for the customer is sales and marketing management; SLA001094 is standard email.

Status

The Status field displays the current status of the Service Level agreement (SLA). The following options are available: Is being prepared – work on the SLA has not yet been completed. Scheduled for activation – work on the SLA is completed, it will be automatically activated when the start date arrives. Active – Users are currently covered by the SLA. The value in the Status field automatically changes from “Scheduled for activation” to “Active” when the SLA start date arrives. Expired – Users are no longer covered by the SLA. The value in the Status field automatically changes from “Active” to “Expired” at the end of the day selected in the Expiration Date field.

Customer

In the Customer field, select organization, which pays for the service level agreement (SLA). When registering a new SLA, all organizations related to the space and the head space can be selected, as well as organizations related to the trusted spaces for the SLA space. If an existing SLA is being updated and the organization that is the customer of this SLA belongs to a trusted space, then you can select any organization of this trusted space or its head space.

Customer's space

In the field Customer's Space specifies spaces of service level managers who are allowed to update those parts of the SLA that are managed by the customer's service level managers. Moreover, this field indicates whether the customer's specialists are allowed to see requests related to this SLA in the affected SLA section. This field is hidden, except in cases when a new SLA is registered and the organization selected in the Customer field is directly linked to the support domain space, and the supplier space is the support domain space of the same head space, and the two support domain spaces are established trust relationship. By default, this field specifies the support domain space that the customer's organization is directly associated with. However, if requests affecting the SLA should not be visible to auditors, specialists, or administrators of the support domain space that the customer's organization is directly associated with, then you should choose the provider's support domain space instead. The value in this field cannot be changed after the SLA is saved for the first time.

Customer's representatives

In the field Customer representatives are selected by people (or a person) representing the customer of the Service level agreement (SLA). When the SLA is activated or expires, an email notification is sent to the customer's representatives. The supplier, through the customer's representative, can also assign the customer an approval task. If in the field Customer Representatives It is not possible to select a person from the customer's organization, then the supplier can select a person from his organization. The customer's representatives also have access to the section ‘All requests are posted on the self-service portal‘, where they can see all SLA-related requests for which they are the customer's representatives.

Service Provider

The organization selected in the Service Provider field in the service record related to the related service offering is automatically set in the Service Provider field.

Service Level Manager

In the Service Level Manager field, a person from the service provider organization is selected to act as a service level manager for the customer of the Service Level Agreement (SLA).

Support domain

The Support Domain field displays the name of the support domain space in which the service for which the SLA is registered is presented when a new request is opened for the user to whom the SLA applies. This field is visible if the organization selected in the Customer field is registered in the headspace or in the support domain space. If the SLA is registered in the support domain space, and the customer's source organization is linked to another support domain space of the same headspace, then one of these two support domain spaces can be selected.

Service offering

In the field The service offering is selected by service offering, which defines the terms for the applicable service level agreement (SLA).

Service instance

In the Service Instance field, select service instance, which will be used to provide the service to the customer of the service level agreement (SLA). You can select only those instances of the service that are associated with the same service as the selected service offering.

Start date

The Start Date field indicates the date when the Service Level agreement (SLA) becomes active (the first day of the SLA). The time zone of the SLA-related service offer is applied to this date.

Date of notification

The Notification Date field indicates the last day on which you can still contact the supplier's organization to terminate the service level agreement (SLA) to ensure that it is completed within the specified time. You must leave the Expiration Date field if the SLA expires on a certain date and no notification is required to terminate it. If a notification still needs to be sent to terminate the SLA, the Expiration Date field must be left empty. The time zone of the SLA-related service offer is applied to this date.

Expiration date

The Expiration Date field indicates the date until which the Service Level agreement (SLA) is in effect. If the SLA is not extended until this moment, then its validity period expires at the end of the specified day, after which the value of the Status field for the SLA automatically changes to “Expired”. If a notification is required to terminate the SLA, the Expiration Date field must be left blank. The time zone of the SLA-related service offer is applied to the date.

Time zone

The Time zone field automatically sets the time zone selected in the Time Zone field of the service offering with which the Service level agreement (SLA) is associated.

Notes

Any additional information about the Service Level agreement (SLA) that may be useful is added to the Notes field. It is possible to apply basic text formatting in this field.

Attachments

Using the Add Attachment link, you can attach the file to a Service level agreement (SLA). You can add multiple attachments to the SLA.

Invoices

Invoices

The Invoices field lists all invoices added to the Service Level Agreement (SLA). For each invoice, the date, number, description and amount are specified in this field. The total amount of all invoices for this SLA is displayed in separate amounts.

Coverage

Coverage

The Coverage field specifies the conditions for selecting the persons covered by the Service level agreement (SLA).

Customer's space

In the field The customer's space is automatically set by the spaces of the customer.

Organizations

In the Organizations field, select all organizations whose employees and long-term contractors are subject to a service level agreement (SLA). This field is available if one of the following values is set in the Coverage field: “Persons from the following organizations and their subsidiaries”, “Persons from the following organization(s)” or “Persons from the following organization(s) and site(s)”. If the value “Persons from the following organizations and their subsidiaries” is selected, then coverage will apply to the person whose record is associated with one of the selected organizations or their subsidiaries. Similarly, if the value “Persons from the following organization(s) and site(s)” is selected, then coverage applies to the person whose record is associated with one of the selected organizations and with one of the selected sites.

Sites

In the Sites field, select all sites that are subject to the SLA. This field is available if one of the following values is set in the Coverage field: “Persons from the following organization(s) and site(s)” or “Persons from the following site(s)”. If the value “Persons from the following organization(s) and site(s)” is selected, then the SLA applies to the person only if his record is associated with one of the selected organizations and with one of the selected sites.

Person

In the Person field, all persons covered by the Service Level agreement (SLA) are selected. This field is available if the value “Persons selected below” is set in the "Coverage" field.

Skill Pool

In the Skill Pool field, select skill pools, the participants of which should be subject to the service level agreement (SLA). This field is available if the value “Participants of the following skill pools” is set in the "Coverage" field.

Service Instance

In the Service Instance field, select service instances for which a service level agreement (SLA) is registered. This field is available if the value “Members of the support teams for the next Service Instance” is set in the "Coverage" field.

Use the service provider's knowledge base

The Use the service provider's Knowledge Base checkbox is set if the knowledge base for the service instance selected in the Service Instance field should be accessible to persons who are subject to the active SLA for service instances selected in the Service Instance.

Financial data

Agreement ID

The Agreement Identifier is a unique identifier that marks any activity covered by the Service level agreement (SLA) in the provider's billing.

Of Activity

Activity ID

The Activity identifier is a unique identifier by which the activity performed in the context of the service offering is known in the service provider's billing system. Activity identifiers can be defined for standard requests, incidents with impact levels of “High”, “High”, “Medium” or “Low”, as well as for RFCs and RFIs.

Effort classes

Tariff ID

The Tariff ID is a unique identifier that can be used in the service provider's billing system to find out the class of efforts associated with recording the working hours during which actions were performed under the service level agreement (SLA).