Overview

You can define different service levels for all Service Level Agreements, Operation Level Agreements, and Underpinning Contracts. Depending on the priority and ticket type, these service levels can use different service time profiles and reaction times or solution times.

To Create a Service Level

1. Go to Matrix42 Enterprise Service Management → Service Desk application → Service Level Management page.
2. Open an existing or create a new Service Level Agreement, Operation Level Agreement, or Underpinning Contract.
3. Go to the Service Levels dialog page.
4. Under Service Levels, click Add. An input wizard opens.
5. The following information is displayed. The fields that are highlighted in red are mandatory:
   • Ticket Type: Select the ticket type for which this Service Level Agreement/Operation Level Agreement or this Underpinning Contract applies.
   • Priority: Priority of the ticket.
   • Service Time Profile: Select a service time profile to define the times, location, and time zone for the service level.
   • Description: Enter a description of the service level, e.g., "9 to 5 support for incidents of medium priority in Germany".
   • Reaction Time: Period for reaction time. Can be set to -1, in this case Reaction Point will not be calculated at all. Can be set to 0, in this case, Reaction Point will be set to the current date time and will be escalated with the next Escalation Management engine activation.
   • Solution Time: Period for solution time. Can be set to -1, in this case SolutionPoint will not be calculated at all. Can be set to 0, in this case Solution Point will be set to the current date time and will be escalated with the next Escalation Management engine activation.
6. Click Finish at the bottom to save and close.