Incident Management and service level agreements

Incident Management supports the selection of more than one applicable SLA for an incident. When you create an incident, you can choose a Customer SLA for the contact, one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the incident references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to an incident.

• If one SLA is associated with the incident based on the contact, the Customer SLA is added to the incident.
• If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the incident.
• If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the incident.
• If the contact has neither, then no Service SLA is added to the incident

The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all response and availability metrics. You can choose as many SLTs as necessary to describe your response or availability commitment. If necessary, you can add more SLTs that meet your criteria.

When you view the new record, the SLT section lists the SLTs that apply to the incident.

Open the related topics to find the definitions for Customer SLA and Service SLA.