---
title: "Service Level Agreement"
slug: "service-level-agreement"
updated: 2026-02-13T10:28:37Z
published: 2026-02-13T10:28:37Z
canonical: "help.symphonysummitai.com/service-level-agreement"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

An administrator will configure the Service Level Specification(SLS) and assign the Service Workgroup. Upon successfully configuring an SLS, an **Approver** should be a user who is the owner of **Service Workgroup** to approve the SLS.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/OLA (3).png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

**Process Flow Overview**

- Admin and Approver logins initiate the process.
- The process starts with configuring the Service Level Specification (SLS).
- SLS approval on Service Workgroup leads to Service Level Agreement (SLA) generation.
- The process concludes with viewing the SLA and reaching the end.

## Prerequisite

Create an Service Level Specification as an Admin. For more information, refer [SLS Configuration](/apex/docs/configure-service-level-specification).

**New SLS Creation**

After creating SLS, a success message is displayed. click **Ok.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sls-7.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D) Figure: SLS Creation

## Approve SLS and Create SLA

To Approve an SLS, perform the following steps:

1. Log in to the Application as an Approver. Ensure that you are the Service Workgroup Owner.
2. Navigate to **SLA** > **Service Level** > **Service Level Specification List**. Service Level Specification List is displayed which is listed with the SLS that was created as a [prerequisite](/apex/docs/approve-operation-level-specification#prerequisites). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sls list.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

Figure: Service Level Specification List
3. Select an SLS configuration which needs to be approved. Example: **SLS-7**
4. Go to **Approvals** tab and from the Status dropdown select Approved for all the function along with Remarks. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/apprd.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

Figure: Approve

> [!NOTE]
> Note
> 
> Configure Service Timings on the right action panel before submitting.
5. Click **Submit** to approve the SLS.
6. Upon approving SLS an SLA for the corresponding SLS is created along with the ID. Example: If you have approved SLS-7 and and associated SLA is created with SLA-6 ID.

> [!NOTE]
> Note
> 
> A message is displayed as “*Specification is approved, you cannot edit the details.*”

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sla created.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

Figure: SLS Approved
7. Navigate to **SLA** > **Service Level** > **Service Level Agreement List**. SLA List is displayed with new configured SLA item added to the list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sla1.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

Figure: SLA
8. Select the SLA to view the Agreement. SLA for the approved SLS is displayed along with the ID. Example: SLS was created with **SLS-7** ID and you have approved the **SLS-7,** an **SLA-6** is created and is viewed from SLA List. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sla6.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A13%3A04Z&se=2026-10-26T23%3A13%3A04Z&sr=c&sp=r&sig=oJL3PdQFzbrm2JQiBlOc8zz%2FpJPzGHgZrsmJHgkrXyw%3D)

Figure: SLA