Response Agreements, and the processes associated with them, provide a method for introducing and implementing reasonable expectations between you and the customers you support. They establish a two-way accountability for support, which is negotiated and mutually agreed upon. Response Agreements can go far towards building credibility for your organization because they show how serious you are about providing support.
You can create Response Agreements that, for example, come into force for particular customers, CIs, and categories. When you create a Response Agreement, you can specify which attributes (customers, CIs and so on) that you want to include. For more information, see Agreement rules.
You can also double-click customers to move them between the lists.
To delete a response agreement, select it in the Service Level Management tree, then on the Actions list, click Delete Response Agreement.