Support Levels are your SLAs you deliver against your assets. Examples are 24x7x4 or 8x5xNBD (next business day
Video
Instructions
To set up support levels:
- In the main navigation click on Settings > Account Setup > Platform Settings.
- Click on the Support Levels tab.
- Click on the Add Support Level button.
- Enter the SLA OK Threshold in minutes (e.g., 1440 minutes for a 24-hour SLA). See more information on the SLA OK Threshold below.
- Click the Save button.
SLA OK Threshold
The SLA OK Threshold is part of the SLA Clock functionality. The SLA OK Threshold signals when the SLA time limit has passed.
For instance, with a 1-minute SLA, the status flags as not okay after 1 minute.
You will want to enter the SLA OK Threshold in minutes (example: 1440 minutes for a 24-hour SLA). Go to the Help Desk section for more information on the SLA clock.