...
SimpleOne administrators should distinguish a documented SLA that is stored in the Knowledge Database from an SLA as an Agreement entity of the SLM directory.
SLA, Service and Contract relationship
Before configuring your SimpleOne SLM solution setup IT Service and SLA interactions with special features. The Service Catalogue, the Contracts, and the SLAs give the capability to build the required structure of the SLM solution.
Agreements and Commitments
...