Back to Table of Contents

Setting up a service provider SLA

Service provider SLAs

Service provider SLAs are linked directly to a specific service provider and come into play when as issue is assigned to that service provider (if no specific SAL for that service provider is found, then Flow360 will default to a site level or client level SLA if one exists).

Set up a service provider SLA

Set up a service provider SLA
Zoom

To set up a service provider SLA, start on the service provider's contact record and the SLAs tab. Click the Add SLA button.

Complete the outline information

  1. Enter a name for the agreement
  2. Confirm the agreement owner (automatically preset in this context)
  3. Confirm the agreement client (automatically preset to the site client in this context)
  4. Confirm the target service provider for this agreement (automatically preset in this context)
  5. Confirm the site this agreement is for, if any (leave blank for this agreement to apply to any site)
  6. Add any further details about the agreement.
  7. Set the start date (preset to the current date) and, optionally, the end date, beyond which the agreement will not be in force.
  8. Click the Confirm button to finish the outline information.

The Service Level Agreement record

The Service Level Agreement record
Zoom

The service level agreement record confirms the information entered. The next step will be to add the specific levels to the agreement, on the agreement levels tab.

Note that at this stage the agreement is still inactive - until there are levels added, the agreement cannot be made active!

To start adding levels, click the Add level button on the tab list.

The new level dialog

The dialog will be preset with...

  1. The agreement name
  2. The level name of the level to be added
  3. The level number of the level to be added (Level 1 is always the highest priority). Now you need to add ....
  4. Any further text information about this specific level of the agreement
  5. EITHER a priority level OR a CIPFA priority level - you cannot mix both types of priority scale in the same agreement and once the first level is added, all other levels in that agreement must continue to use the same priority scale (standard or CIPFA)
  6. Add (optionally) a response time for this level
  7. Add the target resolution time for this level

Level added to the agreement

The level has been added to the agreement.
Add further levels to cover the remaining priorities in the same manner.

Setting the agreement to active

When you've added all the relevant levels, set the agreement to active by clicking the edit button next to the status field.

Confirm new status

Add a note about the status change and click Confirm

Agreement is now active

The agreement is now active and will be used to automatically set priorities, response and resolution dates as necessary.