SLA (Service Level Agreement)

A service level agreement (SLA) is a contract between a service provider and a customer, defining the types and standards of services to be offered.

Types of SLA (Service Level Agreement)

Customer SLAs

The most common (or at least the most well-known) type of service level agreement, the customer SLA is a contract between a service provider and an external customer. This is sometimes also called an external service agreement.

Internal SLAs

Internal SLAs are designed to establish and adhere to service standards within a specific company or organization. These may function between teams or departments and help ensure that different groups that depend on each other within the business are meeting vital goals.

Multilevel SLAs

For occasions when there is more than one service provider or more than one end user, a multilevel SLA can divide the contract into multiple levels. These can be applied to internal or external customers and may also cater to different price ranges for varying levels of service within a single product.

SLA Definition

SLA Definition is used to define a specific set of criteria that would result in an SLA being generated with parameters like Table, Duration, Schedule, Conditions etc.

Role Required to create SLA Definition

admin

Steps to create SLA Definition

Fill the below details to create SLA Definition

SLA Retroactive Start and Pause

You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.