SLA

To set up response and resolution times for any CI (Incident, Request, Change, or Problem) whose Root-Cause blueprint’s SLA should apply, follow these steps:

1. Open the SLA tab:

   • Click the desired Blueprint.

   • In the Details pane, switch to the SLA tab.

   

2. Set response and resolution targets:

   • Response Time: Enter the maximum time before the first response.

   • Resolution Time: Enter the total time allowed for full resolution. Note: This value must be at least the sum of your response time and any support-level response windows.

3. Define support-level response windows:

   • In the Support Level fields, specify the response time for each tier (1st, 2nd, 3rd, etc.).

4. Configure escalation rules:

   1. First column: Choose whether the escalation fires before or after the specified delay.

   2. Second column: Enter the delay amount (hours/minutes) before notifications are sent.

   3. Third column: Click Add (for a new recipient list) or Update (to edit an existing one), then select users, roles, groups, or departments to alert.

For each rule, specify when it triggers, how long to wait, and who gets notified:

When	Delay	Notification Recipients
Before/After X	Time duration (e.g. 30 minutes)	Users, roles, groups or departments (select one or many; use the Add/Update buttons to choose or modify recipients)

5. Once all fields and escalation rules are set, click Save to apply.