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FieldDescription
NameA name of the Service Level Agreement
Content Item Class

Describes SLA appointment, the following possible values apply to SLAs:

  • SLA
  • OLA
  • UC
BodySubmitted SLA content
Service

One chosen record from the Services, the field Owned by is automatically filled with the owner name from the selected service record

State

One of the possible values:

  • Draft - is not ready to be accepted as active.
  • Published - the article is active.
  • Retired - is not in use anymore.

Agreements and Commitments

The SLM advanced features help administrators to flexibly configure and establish key targets and their values determined within the SLAs. The Agreement and Commitment entities describe levels of service delivery with specific, measurable parameters that make the SLM customization full and clear.