Complex agreements allow implementing processes that involve interactions with various stakeholders, internal and external; many of them may have a separate agreed service level within the main SLA. It helps to differ the interaction processes in order to achieve the best possible level of service for each contract.
In SimpleOne, the structure of the complex agreements was implemented. It is represented as a parent SLA that can include an unlimited amount of the OLA and UC; the OLA child entities can, in turn, also contain subordinated OLA and UC agreements. In the diagram below, you can understand the hierarchical structure.
Every agreement in this structure has the time standard which should not be breached, and the sum of time standards of child agreement should not exceed the time standard of the main SLA; otherwise, this may lead to SLA breach.
How to create a complex agreement
- Structure your complex agreement first. You need to understand the agreements' subordinate structure.
- Navigate to Service Level Management → Agreement and create records for all the necessary agreements.
- When creating a record for the main SLA or OLA, select the Contains OLA/UC checkbox and add the subordinate OLA and UC agreements in the OLA/UC tab.
