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

Use > Service Level Management > Service Level Management overview > Service agreements overview > Working with service agreements > Service Level Agreement components

Service Level Agreement components

A Service Level Agreement (SLA) has few required fields. You must specify this information:

Type that identifies an SLA as either a Service or Customer SLA
Customer name
Title (name) of the SLA
Date when the SLA begins
Date when the SLA expires

The optional information describes Service Level Targets, a linked contract (if applicable), and related agreements.

An SLA produces metrics through a link to a department or company record. An administrator must ensure that department records specify which SLA governs the department, and that company records specify which SLA governs the company.

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