--- title: "Underpinning Contract Specification List" slug: "underpinning-contract-specification-list" updated: 2025-12-23T11:53:41Z published: 2025-12-23T11:58:45Z canonical: "help.symphonysummitai.com/underpinning-contract-specification-list" --- > ## 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. # Underpinning Contract Specification List The configured Underpinning Contract Specifications are displayed on the List page for the Admin to manage the UCS. The list page provides the data about the each of the configured UCS with a column header. You can perform following actions on the List page: - [View List page](/apex/docs/view-underpinning-contract-specification#view-ucs-list) - [Apply Filters](/apex/docs/view-underpinning-contract-specification#apply-filters) - [Change History](/apex/docs/view-underpinning-contract-specification#ucs-change-history) - [Service Timings](/apex/docs/view-underpinning-contract-specification#service-timings) ## View UCS List After you configure the UCS, the UCS is added to the List page. You will be able to view the configured UCS attributes such as ID, Created Date, Service Name, Status, Description and Service Group details in a list format. To view the configured UCS, perform the following steps: 1. Log in to the Application as an Admin. 2. Navigate to **SLA** > **User** > **Underpinning Contract** > **Underpinning Contract Specification List**. Underpinning Contract Specification List is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753168636281.png) Figure: Underpinning Contract Specification List For more information, refer to the following Field Description: | Field | Description | | --- | --- | | ID | Specify the UCS name, you must click on the ID to view the UCS configuration. | | Created Date | Indicate the data of UCS creation along with Time. | | Service Name | Displays the Service Name of the configured UCS. | | Status | Displays the current status of the UCS enabling it easy for the user to identify the state of UCS from the List page. | | Description | Displays the description that is configured in the UCS. | | Service Workgroup | Displays the Service Workgroup name that is assigned on the particular UCS configuration. | 3. You can further view the list page in the following display: 1. **Tabular View**: To view the list page in a table format select **Tabular View** option ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tabular view(3).png) on the List page. By default this option is selected an appears as displayed in the previous figure. 2. **Tile View**: Click **Tile View** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tile view(1).png) on the list page to view the UCS configuration details in a card format. The following figure displays its view. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753168650834.png) Figure: UCS - Tile View ## Apply Filters To find the required UCS configurations on the list page, you are enabled to Filter and Search the required UCS details on the List page. This makes it easy and convenient for the user to find the UCS and look for the required details within the list page quickly. To apply Filters, perform the following steps: 1. Log in to the application as an Admin. 2. Navigate to **SLA** > **User** > **Underpinning Contract** > **Underpinning Contract Specification List**. 3. Filters popup window is displayed. Select the required field details, select the **Department** and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753168669583.png) Figure: Underpinning Contract Specification Filters 4. Based on the selected fields, UCS list page is displayed. > [!NOTE] > Note > > A List of configured UCSs are displayed for the selected **Tenant**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753168687365.png) Figure: Underpinning Contract Specification List 5. To make any further search changes to the list page, click Filters icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Filter icon(1).png) filter the required search result click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ucs0.png) Figure: Filters ## UCS Change History Any changes made on the UCS configuration is logged under the Change History of the Actions Panel. To view the changes made on the UCS, perform the following steps. 1. Log in to the application as an Admin. 2. Navigate to **SLA** > **User** > **Underpinning Contract** > **Underpinning Contract Specification List**. Specification List is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/UCS List.png) Figure: Underpinning Contract Specification List 3. Click on the **ID** hyperlink. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ID1.png) Figure: UCS ID 4. Hover on history icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Change History icon(1).png) and click **Change History** on the Action panel to view the configuration changes made on that particular UCS. > [!NOTE] > Note > > Hover on the Change History and the following ToolTip is displayed: > > “View all the changes that occurred on the Operational Level Specification record“. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ch(3).png) Figure: Change History 5. Change History popup window is displayed. Click close icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/x(1).png) to close the window. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/change history(2).png) Figure: UCS Change History ## Service Timings The **Service Timings** tab is a critical configuration area that defines when and how SLA metrics such as **response time** and **resolution time** are measured. It allows organizations to align SLA tracking with real-world **working hours**, **holidays**, and **business contexts** like customer, department, or workgroup. This ensures that SLA commitments are realistic, context-sensitive, and measurable only during the agreed service window. It prevents violations from being logged during non-business hours (example: weekends or holidays), making SLA tracking more accurate and fair. To access Service Timings, perform the following steps: 1. Log in to the application as an Admin. 2. Navigate to **SLA** > **User** > **Underpinning Contract** > **Underpinning Contract Specification List**. Specification List is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/UCS List.png) Figure: Underpinning Contract Specification List 3. Click on the **ID** hyperlink. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ID1.png) Figure: UCS ID 4. Hover on timing icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Change History icon(1).png) and click **Service Timings** on the Action panel to view the configuration changes made on that particular UCS. > [!NOTE] > Note > > Hover on the Service Timings and the following ToolTip is displayed: > > “Define the SLA window. The SLA window indicates the agreed Service hours between the Customer and Service Provider. Based on the defined SLA window, the escalations take place“. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Service Timing.png) Figure: Service Timings > [!NOTE] > Note > > If the Underpinning Contract Specification is Approved you cannot modify the Service Timings, the following message is displayed. > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/error mess.png) > > Figure: Service Timings ### Details The Details section of Service Timings has the fields that enable user to select the Workgroup, and set the priority of UCS with Response and Resolution Time. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1752561573598.png) Figure: Service Timings For more information, refer to the following Field Description: | Field | Description | | --- | --- | | Matrix | Refers to the pre-defined SLA matrix (template) applied to this configuration. | | Customer | Specifies the customer name to which SLA rules apply. | | Location | Specifies geographical location to which SLA is applicable | | Department | Specifies the **Tenant** under which the SLA Rule is configured. | | Urgency | Select **Urgency** from the dropdown, this defines how the response and resolution SLAs are calculated. | | Impact | Select **Impact** from the dropdown, this defines how the response and resolution SLAs are calculated. | | Priority | Select **Priority** from the dropdown, this defines how the response and resolution SLAs are calculated. | | SLA | Select **SLA** from the dropdown. Example: 24/7, 9/7 | | Workgroup | Internal team responsible for fulfilling the SLA. | | Overridable | Select **Overridable** to allows this specific rule to override default SLA mappings. | | Active | Select **Active** to activate the Rule. | | Workgroup | Select **Workgroup** accountable for SLA execution | | Priority | Select **Priority** from the dropdown, by defining the priority level of the SLA. | | Category | Select **Category** to which Service Timings apply. | | Response SLA | Select **Response SLA** by setting the target value from the dropdown, this is calculated in minutes. | | Resolution SLA | Select **Resolution SLA** by setting the target value from the dropdown, this is calculated in minutes. | | Active | Once configured, entries appear in a **list view** with toggle options to **activate/deactivate** them without deletion for each entry. | ### Service Window This section defines the **operating hours** during which the SLA clock should be running. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sla serv win.png)Figure: SLA Service Window For more information, refer to the following Field Description: | Field | Description | | --- | --- | | Enable SLA Service Window | Enable or disable the SLA Service Window by checking or unchecking **Enable SLA Service Window**. - If checked: Turns on service window logic. - If unchecked: Disables SLA calculation during off-hours if not checked. | | SLA Window Name | Enter **SLA Window Name**, this is the custom name for the defined service window. | | Time Zone | Select the relevant time zone for the SLA window | | Holiday Calendar Location | Select **Holiday Calendar Location**, links to a pre-defined holiday calendar (per location) | | Is 27/7 SLA | When checked, ignores the time range and treats the SLA as always active. | | Default | Marks this SLA window as the default for other configurations | | Day and Time selection | This allows users to define **working hours** per day of the week. \| Column \| Description \| \| --- \| --- \| \| Select \| Checkbox to enable SLA timing for a specific weekday. \| \| Weekday \| Days from Monday to Sunday. \| \| From Time \| Hour & Minute dropdown to set service start time. \| \| To Time \| Hour & Minute dropdown to set service end time. \| | | Column | Description | | Select | Checkbox to enable SLA timing for a specific weekday. | | Weekday | Days from Monday to Sunday. | | From Time | Hour & Minute dropdown to set service start time. | | To Time | Hour & Minute dropdown to set service end time. | On configuring the Details and Service Window, click **Submit** to save the configuration.