Configuring service level agreement

In Issue Management, a service level agreement (SLA) is a series of notifications, warnings, and error messages that require you to fulfill SLA criteria defined in a contract. An SLA is associated with a type and severity pair.

Adding a service level agreement

Only a Type manager can view and configure an SLA. SLA-related information is shown in Type manager's issue detail page. An SLA can be turned off and on for a specific issue.

  1. From the Launchpad home page (www.diligentoneplatform.com), select the Issue Management app to open it.

    If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Management app.

  2. Select the More options icon on the top right, and then select Settings.
  3. Select the SLA configuration tab.
  4. Select Add SLA.
  5. In the Add SLA pane, select a parent type.
    1. Select a severity level.
    2. Use the + and - icons to specify the number of days defined in the SLA.
    3. Use the + and - icons to define the max issue date. The max issue date is the number of days from the reporting date that the issue must be resolved.
    4. Use the + and - icons to specify the number of days for trigger escalation. The trigger escalation days are the number of days after the issue is reported that the issue is escalated.
    5. (Optional) Select Add reminder, and then use the + and - icons to set a reminder for an SLA. You can add multiple reminders.
  6. Select Save & Add new SLA to add another SLA, or select Save to save the new SLA and return to the SLA Configuration tab.

Editing a service level agreement

A Type owner or Issue manager can edit an SLA's number of days, maximum issue date, and trigger escalation days. They can also add reminders.

An SLA's type and severity level cannot be edited. Editing an SLA does not affect existing issues in the type with which the SLA is associated.

  1. From the Launchpad home page (www.diligentoneplatform.com), select the Issue Management app to open it.

    If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Management app.

  2. Select the More options icon on the top right, and then select Settings.
  3. Select the SLA configuration tab.
  4. Select an SLA in the list.
  5. Select Edit SLA.
    1. In the Edit SLA pane, use the + and - icons to specify the number of days defined in the SLA.
    2. Use the + and - icons to define the max issue date. The max issue date is the number of days from the reporting date that the issue must be resolved.
    3. Use the + and - icons to specify the number of days for trigger escalation. The trigger escalation days are the number of days after the issue is reported that the issue is escalated.
    4. (Optional) Select Add reminder, and then use the + and - icons to set a reminder for an SLA. You can add multiple reminders.
  6. Select Edit to save your changes.

Deleting a service level agreement

Deleting an SLA does not affect issues already created in the type with which the SLA is associated.

  1. From the Launchpad home page (www.diligentoneplatform.com), select the Issue Management app to open it.

    If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Management app.

  2. Select the More options icon on the top right, and then select Settings.
  3. Select the SLA configuration tab.
    Select the checkbox next to the SLA that you want to delete.
  4. Select Delete SLA, and then select Yes, delete it in the confirmation dialog.