A service level contains the specified reaction or solution times within agreed service times. Once you have created the service levels, you can then proceed to create an SLA contract.

Create new service levels

To create a new service level, click on the button under "Service levels" in the ticket system. Assign a meaningful title and fill in the following fields:

Reaction time: Specify the time in hours and minutes (e.g. "12_H00m" corresponds to 12 hours).
Reaction type: If availability is around the clock, select "24/7". In this case, weekends and public holidays are not taken into account. Otherwise select "Service times schema".
Service times schema: Use the search to select existing service times. Only active service times schemas can be selected. Click on the icon to add a new service times schema. Read here how you can create a new service times schema.
Assignment-related: Indicate the service level as assignment-related by checking the respective box so that it is taken into account in the planning board.
Active: Click the checkbox, if you want the service level to be available immediately. Otherwise, you can activate it at a later time. You can see whether a service level has already been activated using the service level search within the "Active" column.
Start state: Specify the ticket status that is to be used as the start of the reaction time. Select the state and status of the ticket from the drop-down menu.
End state: Specify the ticket status, which defines the end time of the reaction time.

Authorizations

To be able to edit SLA contracts, service levels and service times, the subitem "Activate SLA administration" must be selected in the section "Ticket System" of the User Configuration.