Service Level Agreement alerts

The Service Level Agreement (SLA) include the following five out-of-box alerts:

• SLA - 25%
• SLA - 50%
• SLA - 75%
• SLA - BREACH
• SLA - Objective 30 minutes from expiration

These alerts trigger standard notifications when SLA deadlines approach a pre-defined threshold. Administrators can change these out-of-box settings or create new ones that apply your business rules to SLA alerts.

Alert levels

You can set alerts at these five alert levels:

• You can add or edit SLA alerts for a Service Level Target (SLT). Select the Service Criteria tab or Process Criteria tab of the SLT record and go to the Escalations section. Double-click an existing alert to edit the alert, or insert the cursor in an empty row to add an existing alert to the individual SLT.
• You can specify alerts in an SLM Integration record in the slamodulecontrol table. Click Service Level Management > Administration > Configure Application. Click Search to display a list of existing SLM Integration records.
• You can define alerts for all Service Targets in the SLA Control record. Double-click an existing alert to edit the alert, or click in an empty row to add an existing alert to all Service SLTs.

Standard alerts and Service Level Agreements

Standard alerts have components that enable you to reference Service Level Agreements (SLAs) if you create new alerts or modify out-of-box alerts.