After you create a service level agreement, you can associate
contracts, create escalations, change the service level agreement,
change the status, and create key performance indicators.
Creating service level agreements
You use the Service Level Agreements application to create
service level agreements to document the commitments between service
providers and customers. Services consist of tasks that service providers
complete to fulfill customer needs. Commitments are responsibilities
that service providers must meet to fulfill service level agreements.
Associating contracts with service level agreements
To manage your service level agreements, you can associate
specific vendor service level agreements with contracts. You use one
of the contracts applications to create contracts.