A Service-Level-Agreement (SLA) in RightITnow ECM is the agreement between the service provider and the customer on the delivery time for service. For example, an SLA might be expressed as, "If an email server becomes unavailable, the service provider must address the outage within two hours." RightITnow ECM allows you to implement SLA Rules and to execute them against alerts.
The SLA process is:
SLA administrator uses the Configuration -> Manage SLA tab to configure and deploy SLA rules:
See Managing_SLAs for complete details.
Alerts Console user displays the SLA column in the Alerts Console if not already displayed. User then views breach history and information in the Breach Detail pane:
See Hiding and Showing Columns and Viewing_SLA_Information for complete details.
SLA administrator or authorized operators may view the SLA Breach Log for a list of SLA breaches that have occurred in the installation's lifetime, ordered by the last time a breach occurred:
See Viewing_the_SLA_Breach_Log for complete information.