The Vendor SLA catalog lists the service levels your suppliers commit to. Each contract can refer to one of them in its SLA field. The screen opens from the SLA catalog menu entry; it is reserved for administrators and for the Contract managers group.
The list
The page shows the number of service levels and one row per definition, with one column per field. The pencil button opens the definition, the bin deletes it.
Creating or editing a service level
Click New SLA (or the pencil on a row), then fill in:
- Name (required): the name offered in the contracts' SLA field;
- Response time target (min) and Resolution time target (min);
- Availability target (%): decimals are accepted (99.9 for example);
- Service window: free text, for example the days and hours covered.
Click Create or Save. A refused value is reported at the top of the form, and nothing is saved.
These fields are those of the CMDB SLA object type: an administrator can add more. An added field appears in this form as a plain input box, numeric for a Number field, text for all others.
Deleting a service level
The bin asks for confirmation ("Delete this SLA?"). A service level that a contract refers to cannot be deleted: the refusal is shown at the top of the page. First remove it from the contract concerned.
Where the service level is used
On a Service Desk ticket whose linked asset is covered by a contract, the agent sees that contract's service level (target response and resolution times) next to the ticket's internal SLA.
See also
- "Managing supplier contracts": the contract list, the expiry calendar and the alerts.