How do I apply a service level agreement (SLA) to an organization or contact?
Service Level Agreements (SLAs)
If a contact record is associated to an organization, you can only apply the SLA instance to the organization so that the SLA applies to all contacts for that organization. The only time an SLA can be applied to a contact record is if the contact is a stand-alone contact and is not associated to an organization.
For more information on creating SLAs, refer to Answer ID 1837: Creating SLAs.
Note: These steps associate an SLA to the contact or organization. This does not mean that the SLA is automatically associated to incidents submitted by that contact or organization. In cases where incidents need to be assigned to a specific SLA instance based on your support requirements, staff can manually specify the SLA instance for an incident, or you can use incident rules to apply the SLA instance to the incident based specific criteria you set (for example, based on custom fields). Also note, that once an SLA is modified, its original terms still apply to an organization that was associated with it before the terms were changed.
Applying multiple SLAs: When multiple SLAs are applied to an organization or contact record, the features and functionality allowed by the SLAs complement one another. That is, if one SLA grants access to a feature and another SLA denies access, the contact or organization is granted the privilege since at least one of the SLAs grants the privilege.
For example, if an organization has 2 SLAs associated with it where:
- One SLA grants access to a privileged access level, but does not allow users to submit any incidents via the Ask a Question page or via email. That is the Self-Service Incidents and Email Incidents fields are set to 0.
- The second SLA does not grant privileged access but allows unlimited incidents to be submitted from the Ask a Question page -- the Self-Service Incidents field is blank.
With these two SLAs associated to an organization, contacts for that organization have privileged access based on the first SLA. Those contacts can also submit unlimited incidents from the Ask a Question page based on the second SLA.
Since SLAs complement each other in this fashion, this allows you to create SLAs for a specific purpose. Then, you can assign multiple SLAs to the records.
The ability to apply SLAs is controlled by the contact or organization workspace used by the staff member. The workspace must have the SLA Container relationship item added to the workspace with the Read Only property set to allow editing (for example, set to Never).
To add an SLA instance to a contact or organization record, use the steps below:
- Open for the contact or organization record. If you just added the SLA to the Service Level Agreements table, you must actually perform a search for the record (either from a report or with Quick Search) and then open the record. This allows the new SLA to be included in the SLAs that can be added.
Opening a record from the Recent Items list does not refresh the list of available SLAs in the record.
- From the record, click the link in the SLA field.
- In the upper-right corner of the pop-up window, click Add SLA Instance.
- In the pop-up, select the name of the SLA and set the Active Date and click OK. The SLA will display in the SLA Instances table.
- To add another SLA, click the Add SLA Instance link again and select another SLA and active date and click OK.
- After adding your SLAs, click OK and you are returned to the Contact or Organization record with the SLA field populated.
- Click Save or Save and Close to save the record with the SLAs applied.
For additional information, refer to the 'Applying SLAs' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.