Setting Up Service Level Agreements
Define or edit a group's SLAs in the Service Level Agreements section of the Group view. You can define and maintain multiple SLAs per group to provide the required granularity for the treatment of a group's incidents.
You assign a priority level to an incident when creating it. Incidents with a higher priority are more urgent and must be resolved more quickly than incidents with a lower priority. Incidents that are not resolved within the maximum time specified for the priority level are considered overdue. See Priority Levels for more information.
| Setting | Description |
|---|---|
| Time Zone | Select a time zone for the SLAs. |
| Incident Priorities and Service Targets | This section lists all incident priorities defined in the system (Critical, Blocker,
etc.). The list has the following columns:
|
| Manage Working Hours | Select this icon to open the Manage Working Hours dialog box, where you can manage work hours and holiday definitions - see Managing Working Hours and Holidays. SOTI XSight uses work hours and holidays to calculate the time spent on an incident's resolution and determines if the incident was resolved in accordance with the relevant SLA. |
| Save | Select to save changes made on this page. |
| Cancel | Select to discard changes made on this page. |
Next steps: See Creating Workflows.