Configure a contract SLA

Use the Service Level Management module to configure a contract SLA.

  1. Navigate to Service Level Management > SLA > SLA Definitions.
  2. Click New.
  3. Select Contract SLA when prompted for the type of SLA to create.

    In this example, a contract SLA is configured to start when a priority 1 incident is opened in Paris. The SLA is configured to pause when the user working on the incident is waiting for additional information from the vendor: [State] [is] [Awaiting Vendor].

    Figure 1. Vendor ticket start SLA
    Vendor ticket start SLA