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Environment:
Customer Portal, Service Level Agreements
Resolution:
Service Level Agreements (SLAs) allow flexibility in the amount of support provided to your customers. When you create an SLA, you can define the duration of the service agreement or the number of incidents that can be submitted by the contact or organization.
In addition, granting privileged access to contacts or organizations is accomplished with an SLA. The bottom section of the SLA allows you to define which access levels the contact or organization can view.
When an SLA is actually issued to a contact or organization, the specific item associated with the contact or organization record is called an SLA Instance. Therefore, several SLA instances can be generated from the same SLA that is defined in the Service Level Agreements table. For more information on applying SLA instances to contacts and organizations, refer to Answer ID 1944: Applying SLAs to Contacts or Organizations.
Note: The SLA field can be removed from specific workspaces or set to a read-only mode to prevent staff groups from accessing and editing the SLA field.
Additional Considerations: When working with SLAs, once you apply the SLA to a contact or organization, it is a best practice to not edit that SLA in the future. When an SLA is edited in the Service Level Agreements table, it is not automatically re-applied to the contact and organization records. As a result, changes made to the SLA are not automatically carried forward to your contacts and organizations. Instead, you must remove the older SLA instance and save the record. Then, you can apply the updated SLA to the record.
When an SLA has been applied to a contact or organization, you can set incidents for that contact to be counted towards a specific SLA. When you open the incident, you can set the SLA field in the sidebar so that the incident counts towards the number of incidents allowed by that SLA. If the contact or organization record does not have an SLA applied to it, the SLA field is not accessible when editing or responding to incidents that are associated with that contact or organization.
To add a Service Level Agreement, use the steps below:
The fields to define when creating an SLA are:
For Customer Portal enabled pages:
For additional information, refer to the 'Require an SLA on the Ask a Question page' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.