OOTB SLAs

OOTB SLAs are defined by the SLA Model and the SLA/Priority Spreadsheet.

OOTB SLAs are configured as an example SLA setup. They use a Time-Based SLA model and contain many different SLA types (CI, Customer, Service, and Corporate). Use of the OOTB SLAs assumes the following:

  • Incident and Service Requests use the Priority Matrix as configured OOTB.

  • STC is allowed for some less critical SLAs, as indicated.

  • The Automated Process server is set up and emails are customized (used in Warning and Breach notifications).

  • The customer's Working Hours match the technician's working hours, or, if they do not match, the technician's hours take priority.