Configuring Service Level Management

You can configure various aspects of Service Level Management based on the specific requirements of your organization.

Service Level Management plugins
You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.
Configure Service Level Agreement (SLA)
Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.
Configure 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.
Configure the SLA timer
Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
Extend SLA condition rules
You can create custom SLA condition class and condition rule records.
Create SLA breakdown definitions
You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task (incident). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.