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

1. Open the Service Contract window and query for the required service contract (F3).
2. Click the SLA tab, If the SLAs are to be entered for the whole contract, Else Click the SLA sub tab in under services.
3. 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.
4. Enter the Primary criteria of the SLA by selecting a valid type from the Criteria list and enter the criteria value, where applicable.
5. Similarly, enter the Secondary criteria of the SLA by selecting a valid type from the Criteria list and enter the criteria value, where applicable.
6. 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.
7. Enter the Date From/Date To as required. The Date From defaults to the contract Date From.
8. Save the information (F12).