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.

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.

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 > User > Service Level > Service Level Specification List.
   Service Level Specification List is displayed which is listed with the SLS that was created as a prerequisite.
   

   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.
   

   Figure: Approve
   

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.
   

   Figure: SLS Approved
   

7. Navigate to SLA > User > Service Level > Service Level Agreement List.
   SLA List is displayed with new configured SLA item added to the list.
   

   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.
   

   Figure: SLA