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136
Configuring the ServiceDesk application
Default SLA time frames
Default SLA time frames
About business hours and holidays
See
"Default SLA time frames"
If your organization does not use Service Level Agreements, you can disable an
SLA by setting a large number of days for its time frames.
For more information about setting time frames in the SLA, see the ServiceDesk
Customization Guide.
A Service Level Agreement (SLA) defines the expectations and requirements for
delivering a service, including the allowable time frame for the delivery.
See
"About the Service Level Agreement (SLA) time frames"
A default SLA is built in to the Incident Management process. You can edit the
default SLA time frames to comply with your organization s SLA.
Default SLA time frames
Table 9-5
SLA level
Time frames
Basic
The basic time frames are as follows:
The overall late time frame is six days, with a warning at three
days.
The Support I group has eight hours to respond, with a warning
at four hours.
The second-level support and escalated levels each have eight
hours to respond, with a warning at four hours.
Emergency
The overall late time frame is two hours, with a warning at one hour.
For more information about setting time frames in the SLA, see the ServiceDesk
Customization Guide.
Business hours are the hours during which your business is commonly conducted.
Typical business hours can vary by country. For example, business hours in the
United States vary by region due to the different time zones.
You can set your organization s business hours and holidays at one of several
levels, based on your business locations and SLA policy.
on page 136.
on page 135.
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