Define Service Level Agreement
Explanation
This activity is used to define service level agreements (SLA)
that will be used in the service contract.
Prerequisites
- The company must have been set up.
- Calendars must be defined in Calendar.
- If the SLA is to be used for Scheduling, scheduling types must be
defined in Scheduling Type.
System Effects
- The SLA can be connected to a service contract.
- For work orders originating from a service
contract, the SLA will be used to calculate the SLA Requested Start and/or
SLA Requested Finish dates.
Window
Service Contract Basic Data
Related Window Descriptions
Service Contract Basic Data
Service Contract Basic Data/SLA
Procedure
- Open the Service Contract Basic Data window
- Click the
SLA tab and create a new record (F5).
- Enter the required company in the Company field. The default
company is shown automatically. Use the List of Values to select a different
company.
- Enter a unique identity for the service level
agreement in the SLA ID field and a description in the Description
field.
- In the Response Time Hours and Response
Time Minutes fields, enter the response time in hours and minutes
respectively. The response time refers to the minimum time needed between
entering a fault and starting the actual work. The default value is set to 0
in both fields but can be changed if necessary.
- In the Resolution Time Hours and
Resolution Time Minutes fields, enter the resolution time in hours and
minutes respectively. The resolution time refers to the maximum time taken
to complete the work, i.e., the time between entering a fault and finishing
the work. The default value is set to 0 in both fields but can be changed if
necessary.
- In the Cut-off Time Hours and Cut-off
Time Minutes fields, enter the cut-off time in hours and minutes
respectively. The cut-off time refers to the time up to which a resolution
time can be calculated. Note: If the remaining time of the work day
is less than the cut-off time when creating a service request, the
resolution time is calculated from the next work day. The default value is
set to 0 in both fields but can be changed if necessary.
- In the Calendar ID field, enter the
identity of the calendar that is applicable for the SLA. Use the List of
Values to select a valid value.
- In the Primary Scheduling Type field, enter the
primary scheduling type for the SLA. Use the List of Values to select a valid
value.
- In the Secondary Scheduling Type field, enter
the
secondary scheduling type. Use the List of Values to select a valid value.
- In the Secondary Scheduling Type Duration Hours
field, enter the duration in hours for the secondary scheduling type
- In the Displaceable Until Days field, enter the number of days
prior to the Primary Scheduling Type End where the Work Order may be
displaced by Appointments.
(E.g. If Displaceable Until Days has been set to 20 days, then the Work
Order may be displaced until 20 days are remaining to the Primary Scheduling
Type End. If Displaceable Until Days has not been set the Work Order will
not be displaced.)
- Save the information (F12).