Create a Service Level Agreement

Overview

This article will help Enterprise Service Management (ESM) Application Administrators to create Service Level Agreements.

What materials do I need?

• Internet connectivity
• Web browser
• ESM App Admin, or Enterprise Admin privileges within the applicable ticketing application.

How do I use this technology?

1. Open a web browser.
2. Navigate to the UA ESM website.
3. Login to the UA ESM with your UA Email address and password.
4. Click View Applications.
5. Click the desired ticketing application (e.g. UA, IT, etc.).
6. In the Ticketing Application tab, click the Settings (e.g. Gear/Sprocket) icon.
7. Click Admin.
8. In the left navigation menu, click Service Level Agreements.
9. On the Service Level Agreements page, click the +New button.
10. In the New Service Level Agreement window, complete the initial setup.
    1. In the Name field, enter a succinct descriptive name (e.g. "Customer SLA", "Network Outage SLA", etc.)
       Tip

       SLA names often reflect the type of service, the involved parties, or the priority of the agreement.
    2. In the Description field, enter a summary of the business use case associated with the SLA.
    3. Under the Options section:
       1. Initially, leave the Active option unchecked (i.e. disabled). We'll enable the SLA later-on after we've finished configuring the SLA.
       2. Leave the Use Initial Responded and Inital Resolved date/time for SLA evaluation unchecked.
       3. Ensure the Use operational hours when calculating deadlines is enabled.
       4. In the Operational Hours Set field, select the appropriate option. In most cases the only option available will be the default operating hours for the ticketing application which is typically Monday - Friday, 8:00 a.m. - 5:00 p.m. AK time.
          Tip

          This setting will use the selected operational hours to calculate deadlines for the SLA. If left unchecked a 24/7 time clock will be used.
    4. Under the Respond By enter the number of hours and minutes in which a ticket must be responded by. A ticket is Responded to when it reaches the status class of "In Process" or "Completed."
    5. Under the Resolve By enter the number of hours and minutes in which a ticket must be resolved by. A ticket is Resolved when it reaches the status class of "Completed."
    6. Click Save.
       Important

       Escalation steps cannot be added until the new SLA has been saved.

Next Steps

• Add SLA Escalation Steps
• Apply SLA to Tickets

Is there any additional information I should know about?

Changes made to the active status, operational time setting, operational hours set, response deadline and escalation, or resolution deadline and escalation will not affect tickets that have already been assigned to this SLA. However, any ticket assigned after the edit will be affected.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.