Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Service Level Agreement (SLA)

A Service Level Ageement (SLA) is a contract with a company or department for maintaining and repairing equipment or providing other services. This is typically an agreement between an IT Service Provider and a Customer. The SLA describes the service, establishes service level targets, and specifies the responsibilities of the IT Service Provider (ISP) and the customer. A single SLA can cover multiple IT Services or multiple customers. The agreement records the common understanding of services, priorities, responsibilities, guarantees, and the level of service. For example, the agreement can specify the level of availability, serviceability, performance, operation, or other attributes of the service, such as billing or penalties in the case of an SLA violation.

In ITSMA Service Management, the SLA records are stored in the sla table and accessed using the sla tab.

Send Help Center feedback

Service Level Agreement (SLA)

Related terms