Service Level Agreements - Concepts
Service
In SLA Management, you can define services that will enable you to apply SLAs to requests and orders. The SLA service must be linked to a contract line and to an order/request to complete a service request. SLA services are added in Supporting data .
Planon ProCenter allows you to add these types of services as part of an SLA.
• Internal service - apply to requests and move requests - for requesting parties such as departments and cost centers.
For example; Lift not working, Replace printer cartridge, Coffee machine is empty and so on.
For example; Lift not working, Replace printer cartridge, Coffee machine is empty and so on.
• External service - apply to work orders and move orders - for parties carrying out work such as companies and suppliers.
For example; Repair lift, Replace printer cartridge, Refill coffee machine and so on.
For example; Repair lift, Replace printer cartridge, Refill coffee machine and so on.
It is possible to define different SLAs within one service, based upon the reporting time. You can use this feature if you want to take different priorities into account within the same SLA service for issues reported during working hours and for issues reported after working hours. For this purpose, these concepts are used.
◦ Sub SLA. ( For more information, see Sub SLA)
◦ Validity calendar
 | You can add sub SLA services up to 10 levels deep. |