SLA Notification Schema

SLA notification schemas are used to notify individuals about resolution time metrics for Service Level Agreements (SLA) when a specific threshold percentage of resolution time is exceeded for affected SLAs.

These notifications are typically used for critical business services, where it’s necessary to avoid SLA breaches.

An SLA notification schema can have up to three rules, each of which defines exactly who should be notified when a resolution time threshold is exceeded.

For example, you can create an SLA notification schema that notifies the support team manager when 75% of a affected SLA request’s resolution time is exceeded.

After creating an SLA notification schema, you can associate it with one or more service offerings, at which point it will work for specific Service Level Agreements (SLA) and impact levels.

On the Fields of the SLA Notification Schema page, you will find recommendations for how to use each field of the SLA notification schema form.