Service level agreements and other applications

To ensure compliance with service level agreements, you can apply valid service level agreements to records from other applications.

There are two ways to apply service level agreements to records:

Example

You have a service level agreement with a customer. The service level agreement has two commitments with an escalation point for each. The first commitment is to respond to all incidents that are related to the e-mail server within two hours. The escalation point for the first commitment is to notify a supervisor if no response has been given after one hour.

The second commitment is to resolve all incidents that are related to the e-mail server within four hours. The escalation point for the second commitment checks the status of the incident at the two-hour point. If the incident is still open, ownership of the incident is reassigned to the supervisor. The supervisor can take the appropriate actions to meet the service level agreement commitments.



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