Core TSIs : Service Level Agreements : Configuring SLAs - Supporting data : Adding a sub SLA
Adding a sub SLA
You can define specific SLAs based on the insert moment of an order. This enables you to have different KPIs and costs for orders entered, for example, within/outside working hours.
This is done by adding sub SLAs (with a specific validity calendar) under a SLA. If the insert moment of the order is within working hours of the sub SLA's validity calendar, then the sub SLA will be applied, else the main SLA will be applied.
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The insert moment of the order/request is taken from the Reported on date-time of the order or by the Planned Begin Date Time in case of an order generated by the Service planner. If the Original reporting date-time is specified, this date-time will be used as insert moment.
Prerequisite
The calendar used to determine the validity of the sub SLA must be defined first.
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For more information on configuring calendars, see System settings > Configuring calendars.
Procedure
1. Go to Supporting data > Services TSI > Services > Service details selection level.
2. On the action panel, click Add sub.
3. Complete the fields in the data section, refer to Internal or external SLA - Fields.
4. Click Save. You have now added a sub SLA.
Sub SLAs do not need to be linked to a contract line, nor is it necessary to define specific scopes for the sub SLA. The contract line and scope of main SLA are applied to the sub.