The SLA Model and the SLA/Priority Spreadsheet define OOTB SLAs.

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). If you use the OOTB SLAs, the following apply:

  • Incident and Service Requests use the Priority Matrix as configured OOTB.
  • Stop the Clock (STC) is allowed for some less critical SLAs, as indicated.
  • The Automation Process server is set up and emails are customized (used in Warning and Breach notifications).
  • The customer's working hours match the technician's, or if they do not match, the technician's hours take priority.