About Service Level Agreements
The Service Level Agreements TSI plays an important role in the Integrated Services Management solution within Planon ProCenter . It enables you to create your own services and SLAs, link them to contracts and create requests/orders for completing the services required. With SLAs, it is possible to define and measure the performance of the contracted services between customers and the service provider. To measure the performance of the service delivery a set of KPIs can be defined: Time To Respond (TTR), Time To Attend (TTA), Time To Fix (TTF) and Time To Complete (TTC).
In Planon ProCenter , the configuration and preparation of the Services and the SLAs is done in these TSIs.
• Supporting data : Add Services and SLAs, including SLA search priorities.
• Contracts : Register SLAs on a service contract using the SLA contract line. You can also link SLAs to a lease contract as long as you add SLA lines to it.
• Work Orders : Link an SLA to a request or a work order to apply an SLA so that the SLA information is copied to that request/work order.