There are three types of agreements: Response Agreements, Underpinning Contracts and Operational Level Agreements. Each agreement is linked to one or more Response Levels, then each Response Level is linked to one or more escalations, and each escalation can have one or more escalation actions.
For more information about the different types of agreements, see Response Agreements.
When you have created a number of response levels for a process, you can use the Set as Default action to specify which is used when no response level has been set specifically in any other way.
The Copy Response Level action enables you to create a copy of the selected response level that includes all of its escalations and escalation actions, along with the specified calendar and turnaround time. The ID, Name and Description are not copied.
For detailed information about escalations, see What is Service Level Management?. For information about creating a new escalation, see Creating escalations.
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