Creating a new Response Level

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.

To create a new Response Level:
  1. Start the Administration component.
  2. On the Service Level Management tree, expand the Agreements folder, then the relevant module.
  3. Expand the relevant process, for example Change or Task.
  4. Click the Response Levels folder, then on the Actions list, click New Response Level.
    The Response Level window appears.
  5. Complete the relevant information, and select the process to which you want to link this Response Level.
  6. Click .
    You now need to add escalations to your Response Level.

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.