Core TSIs : Service Level Agreements : Service Level Agreements - Concepts : SLA contract lines
SLA contract lines
Special contract lines which register details about an SLA.
It is possible to link the same SLA to several contracts with varying start and end dates. An SLA contract must be made for each individual contract party so that the correct SLA is applied.
Contract lines are also used to override the default SLA costs or to define the time scope for the SLA. You can also define a contract line without SLA costs and agree upon a fixed amount each year/month.