Customer/Vendor SLA Matrix

Fields

Description

DETAILS

Matrix

Lists two values, Customer and Vendor. Select the required option for the Customer Matrix.

Based on the option selected the fields are displayed on the page.

Customer

This field is displayed only when you select the Configure Matrix as Customer. Lists the configured customers. Select the Customer for which you want to add the Customer SLA Matrix. If you select Configure Matrix as Vendor, the Vendor field is displayed listing all the configured vendors. Select the vendor for which you want to add the Vendor SLA Matrix.

Location

Select the location for which the SLA Matrix is configured.

Department

Select Department for which the SLA Matrix is configured.

Category

Select the Category for which the SLA Matrix is applicable.

Urgency

Select the Urgency for the Incident

Impact

Select the Impact for the Incident.

Priority

Select the Priority value for the Incident.

SLA

Select the SLA.

Workgroup

Select the Workgroup to which the Incident should be assigned.

Overridable

If selected, the Overridable option is enabled, which means the Analysts can override the configured values and make changes, if required

Response SLA in Minutes

Specify the Response SLA time.

Skip Days for Response SLA

Enter Skip Days value. This will be the number of days that will be skipped from log time before Response SLA calculation starts.

Resolution SLA in Minutes

Specify the Resolution SLA time.

Skip Days for Resolution SLA

Enter Skip Days value. This will be the number of days that will be skipped from log time before Response SLA calculation starts.

WORKGROUP-PRIORITY MAPPING

Workgroup

Select the Workgroup from the drop-down list for which you want to map the Priority.

Priority

Select the Priority from the drop-down list that you want to map with the selected Workgroup. You can select multiple Priorities from the drop-down list. The selected Priorities along with the default Priority are displayed to the Analyst on the Incident Details page.

Edit

Click the icon to edit the Priorities for the selected Workgroup.

Delete

Click  icon to delete the particular Workgroup-Priority mapping.

SLA SERVICE WINDOW

Enable SLA Service Window

If selected, the SLA Service window is enabled.

SLA Window Name

Type in the SLA Window name. For example:24/7

Time Zone

Select the Time zone from the list.

Holiday Calendar Location

Select the Holiday Calendar location from the list.

Is 24/7 SLA

Select this check box to indicate that the SLA is 24-hour services during a week.

Default

Select the check box to configure the SLA Service as default.

Service Window

Select the check boxes to define any other SLA Service windows other than the 24/7 window. For example 24/5, 12/ 5, 9/5 and so on. Based on the SLA Window you want to define, select the Weekday, From Time and To Time.