Code

Enter a code to uniquely identify the SLA.

Description

Enter a name for the SLA.

SLA service

Select the required internal SLA service from the list. This service is used in searching an SLA on a request/order.

Time to respond (TTR)

Select the priority for time to respond from the list. 
Example: Lighting problem – Priority high – Time to respond: 30 minutes.

Time to attend (TTA)

Select the priority for time to attend from the list.

Time to fix (TTF)

Select the priority for time to fix from the list.

Time to complete (TTC)

Select the priority for time to complete from the list. This field is used to calculate the completion time score for an order.
Example: Lighting problem - priority high – Time to complete: 1 hour.

The Time to respond/attend/fix/complete fields represent KPIs (Key Performance Indicators) in SLA. For more information, see KPI (Key performance indicator).

Comment

Enter any additional comments on your SLA in this field.

Calendar selection

Select a calendar that is applicable from the list.

Calendar for properties: Select this option if the working hours of the property have to be followed.

Calendar for SLAs: Select this option, if the working hours of the external tradesperson who is going to carry out the SLA have to be followed.

No Calendar: Select this option, if there are no time restrictions to carry out the SLA.

Cost center

Select the cost center of the SLA.

Department

Select the department of the SLA.

Assigned externally by

Specify the address of person the SLA was assigned by.

External tradesperson

Enter the address of the External tradesperson who will work on the SLA.

Document

Upload support documents related to the SLA service.

Validity

Select a calendar that defines the validity of the SLA. This field only applies to sub SLAs. For more information, see Adding a sub SLA.