Add Service Level

Service levels indicate either the service-level commitments established in your service contracts or represent internal service level targets when a service contract is not present
Common service-level commitments include callback or phone commitments, onsite arrival commitments, and repair complete commitments.
When a case is created the system automatically creates the service-level commitments based on the entitlement selected.
The system presents the service-level commitments to the user with easy to understand stoplight icons: green is good, yellow is in jeopardy, red is missed
Notification rules can be established to alert responsible users when a service level commitment reaches a predefined threshold.

Steps:

  1. To navigate to Service Level Settings, in the left pane, click Settings and then under Billing Settings, select Service Levels. The listing screen displays list of all the Service Levels from the complete Business Unit.

  2. To add a new Service Level:

    1. On the toolbar, click Add.

    2. In the snippet and in the Name field, enter the service level name.

    3. In the Description field, enter the description for the service level.

    4. From the SLA Type dropdown list, select the type of service level agreement that you want to associate to current service level.

    5. From the Time Type dropdown list, select the duration type that you want to set for current service level to define the threshold.

    6. In the Response Time Days time fields, enter respective time in hours, minutes and days respectively to alert responsible users when the service level commitment reaches the threshold.

    7. In the Prior Warning Days time fields, enter respective time in hours, minutes and days respectively.

    8. Enable Use Cutoff Time if you want to enable the cut off time for the service level.

    9. Click Save.

  3. To edit an existing Service Level:

    1. From the Service Level listing grid, select the service level that you want to edit and then on the tool bar, click Edit.

    2. In the snippet, edit the desired details and then click Save.

  4. To delete an existing Service Level:

    1. From the Service Level listing grid, select the service level that you want to delete.

    2. On the toolbar, click Delete.