SLA Policy by Customer

This document outlines the SLA rules to be applied to Service Level Agreements (SLAs) for incidents managed under the criteria of location and customer. These rules govern the resolution and response time SLAs based on the status of incidents recorded in the Manage Incidents Table. Based on predefined conditions for Start, Stop and Pause SLA for different incident Status such as New, In Progress, and Pending respectively.  The SLA values, specified in Days, Hours, and Minutes(DD:HH:MM), are determined.

• Configure SLA Rule
• Configure SLA Value

Prerequisite

To configure SLA Rule and SLA Value, complete the configuration for SLA Type. For more information, click here.

This document refers to predefined Table and Types such as Response SLA and Resolution SLA for which the SLA Rule and Value are defined for Location based Customer. 

The following table describes the pre-configured value fields for SLA Rule and SLA Value.

Configure SLA Rule

Setting SLA rules establishes clear expectations for Response and Resolution times, enabling the service provider to monitor and maintain service quality consistently. Adhering to SLA targets helps in identifying and addressing any bottlenecks or inefficiencies in incident management processes.

To configure a new SLA Rule for Policy by Customer or update an existing, perform the following steps:

1.  Navigate to Design Studio > Module > Incidents > SLA Designer > SLA Rule.
   
   
2.  Click New configure new SLA policy or click Customer - Location Based SLA.
   General configuration screen is displayed.
   Figure: SLA Rule
   
   
3.  Enter the required details in the fields.
   Refer to the following Field Description table for more details.
   
   
4.  Click Next.
   SLA Criteria screen is displayed.
   Figure: SLA Rule Details
   
   

   Field

   Value

   Table: Manage Incidents Field Value: Requestor.Location and Requestor.Customer

   From Manage Incidents Table, the data about the Requestor, Location and Customer is fetched. There are two Criterias as stated below that should be met the in order to process the SLA Rule: Requestor.Location: Rule Criteria is defined for the Requestor followed by Location. Requestor.Cusotmer: Rule Criteria is defined for the Requestor followed by the Customer. Note The Schema for the Criteria is defined here on the SLA Rule, based on which the values will be mapped on the SLA Value screen in the later part of configuration.

5.  Click Next.
   Condition screen is displayed.
   
   The following table explains the conditions that are set to process SLA Rule successfully.

   Condition	Functionality
   Start	Start the SLA if the Incident Status is New. Expand Figure: Start Condition
   Stop	Stop the SLA if the Incident Status is In Progress. Expand Figure: Stop Condition
   Pause	Pause the SLA if the Incident Status is Pending. Expand Figure: Pause Condition
   Restart	No Condition defined.
   Cancel	Cancel the SLA if the Incident Status is Cancelled. Expand Figure: Cancel Conditoin

6.  Click Next.
   Publish screen is displayed.
   Figure: Publish
   
   
7.  Verify the configuration and Publish the SLA Rule.
   
   
   Note

   To edit the SLA Rule, the Status should changed to Maintenance, edited and click Update. Then publish the SLA Rule.

Similarly create the SLA Rule for Resolution SLA. The template is same as configuring Rule for Response SLA however, Stop Condition is configured when the Incident Status is Resolved. In the list page, the SLA Rule configured for Response and Resolution SLA Type is displayed that are defined for the Customer and Location.
Figure: SLA Rule List

Configure SLA Value

For the configured SLA Rules lets add values for the defined schema which actually meets the requirement of the template.

To configure/update SLA Value, perform the following steps:

1.  Navigate to Design Studio > Module > Incidents > SLA Designer > SLA Value.
   
   
2.  Select Tenant for which Response and Resolution SLA Type are configured and Customer - Location Based SLA SLA Rule is configured.
   
   
3.  Select SLA Type.
   
   
   • Response SLA, SLA Rule named Customer - Location Based SLA is configured.
   • Resolution SLA, SLA Rule named Customer - Location Based SLA is configured.
   Figure: SLA Value
   
   
4.  Select SLA Rule.
   Based on the selected SLA Type and Rule, the SLA Value list page is populated.
   
   
5.  Enter the required values on the SLA Value configuration screen.
   Figure: SLA Value Details
   
   
6.  General details are pre-populated based on previous value selection.
   
   
7.  Enter the Criteria values.
   
   Notes

   • The values defined here on Criteria such as Location and Customer is considered while processing the schema of the Rule. Hence, SLA Policy is applicable for the Response/Resolution SLA for the selected value in Location and Customer fields.
     
     
   • In this scenario, when the Location is India and Customer is Tata Consultancy Services, the Value is applied to Criteria.
8.  Enter Value for the defined criteria. 
   
   
9.  Click Submit / Update.