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 > Structure of a service level agreement

Structure of a service level agreement

The following diagram illustrates the relationship of the various components of Service Level Agreements (SLAs) in Service Manager:

In this diagram, the centerpiece is the Service Level Agreement record. The Service Level Agreement contains several components:

The official Service Level Agreement document, which is usually a scanned and signed document held in the record as an attachment.
Underpinning Agreements, which are the supporting agreements of the following types:
- Underpinning Contract: An agreement between your organization and another party outside of your organization.
- Operational Level Agreement: An agreement with another department of your organization (for example, an agreement between Level I and Level II Support).
Specific Service Level Targets to measure response and availability.
Service agreement start and end dates.
The date of the last review, the date of the next review, and the frequency with which that review should occur.
For Service Level Requirements (SLRs, which become Service Level Agreements after the agreed stage) of the “Service” type, an additional tab for Subscriptions appears. This allows you to see what individuals have subscribed to the SLA.

Note OLAs and UCs follow the same structure, except that those agreements do not have underpinning agreements.