A Service Level Agreement (SLA) is an agreement with multiple business parties that describes a service offered by IT. It acts as a contract outlining the nature of the service, the expected service level target, and the responsibilities of all parties involved. SLAs help ensure that a service is delivered at a consistent quality level and within an agreed upon time frame. Standardizing the service and the expectations all parties have of the service leads to greater efficiencies within the organization and greater customer satisfaction.

The ChangeGear SLA Manager allows you to enter and track the various SLAs that may be applied to tickets in ChangeGear. SLAs in ChangeGear consist of a brief description, conditions that restrict the SLA to specific tickets, the agreed upon resolution time, and various ways of notifying users when a SLA is nearing or has passed the resolution time. When a ticket is entered into ChangeGear, each ticket is evaluated based on the conditions in each SLA. If the ticket matches the conditions of an SLA, then the matching SLA is applied to that ticket. If the ticket matches multiple SLAs, the SLA with the most restrictive time is applied to the ticket. If the ticket does not match an SLA, ChangeGear applies a default SLA to the ticket.

Note: You may not have access to this ChangeGear feature depending on your permissions or ChangeGear edition.

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