SLA Based

A Service Level Agreement (SLA) is an agreement between an entity (Customer, Service, or Configuration Item) and a Service Provider that defines Response/Resolve target times for a Service. SLAs can be a formal agreement between an organization and its Customers, or a guide for technicians. CSM provides two types of SLA models, including time-based (default) and hierarchy-based. Use one of these models to define how the system operates when multiple SLAs apply to a particular Incident/Service Request. Since response and resolution deadlines can only be calculated based on one SLA, the system must select which SLA these deadlines use during calculation.