Configuring service level agreement settings

A service level agreement is a contract that defines the expected first response time and resolution time for a service request, which may vary based on factors such as client tier and service request priority.

The service level agreement functionality can be enabled or disabled only during NexJ application deployment. In NexJ Admin Console, you can:

• View whether the service level agreement functionality is enabled or disabled
• Specify work schedules for your support team
• Configure rules that set the First Response By and Resolution By service level agreement metrics for service requests
• Grant users the privilege to override service level agreements (ServiceRequestSLAOverride)
• Enable notifications related to service level agreements to assigned users of service requests