Help Center/ Cloud Operations Center/ User Guide/ Basic Configurations/ SLA Management/ Custom SLA
Updated on 2024-04-19 GMT+08:00
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Custom SLA

Tenants can customize SLA as required.

Querying a Custom SLA

  1. Log in to COC.
  2. In the navigation pane on the left, choose Basic Configurations > SLA Management.
  3. Click the Custom SLA tab.

    Figure 1 SLA list

  4. Click the search box. The search criteria list is displayed. Select search criteria, enter values, and press Enter to search for data. You can click the refresh icon next to the search box to refresh the data and set the fields to be displayed in the list.

    Figure 2 Filtering SLA rules

  5. Click an SLA name in the list to go to the SLA details page.

    Figure 3 Viewing SLA details

    Tenant isolation is implemented in the system. You can view only the custom SLAs created by the current tenant account and its subaccounts.

Creating a Custom SLA

  1. Log in to COC.
  2. In the navigation pane on the left, choose Basic Configurations > SLA Management.
  3. Click the Custom SLA tab.

    Figure 4 Querying the SLA List

  4. Click Create SLA in the upper right corner.

    Figure 5 Creating a custom SLA

  5. Enter the SLA name, description, trigger type, level, and application information. If Some applications is selected, search for and select applications from the drop-down list box. Multiple or all applications can be selected. Table 1 describes the required parameters.

    Figure 6 Selecting applications
    Table 1 Description

    Parameter

    Description

    SLA Name

    Mandatory

    The value can contain 3 to 100 characters, including letters, digits, hyphens (-), and underscores (_).

    Description

    The value can contain a maximum of 1000 characters, including letters, digits, and special characters.

    Trigger Type

    Mandatory

    Trigger types include:

    • Incident Ticket
    • Alarm Ticket
    • To-Do Task

    Select Level

    When the trigger type is incident ticket, the levels are as follows:

    • P1
    • P2
    • P3
    • P4
    • P5

    When the trigger type is Alarm Ticket, the levels include:

    • Critical
    • Major
    • Minor
    • Suggestion

    When the trigger type is To-Do Task, the levels include:

    • Critical
    • Major
    • Minor
    • Suggestion

    Select Application

    Options:

    • Some applications
    • All Apps

  6. Click Modify in Operation column of the SLA Rule table.
  7. Set SLA target, notification object, and notification channel in the dialog box that is displayed.

    Table 2 Description

    Parameter

    Description

    SLA Status Type

    When the trigger type is incident ticket, the status types are as follows:

    • Not yet accepted
    • Processing
    • To-be-verified

    When Trigger Type is set to Alarm Ticket, the status types are as follows:

    • In alarm

    When Trigger Type is set to Alarm Ticket, the status types are as follows:

    • Pending processing
    • Processing

    SLA target

    The SLA target can be enabled. After the SLA target is enabled, a maximum of seven days can be set.

    Notification Objects

    Notification objects are classified into the following types:

    • Ticket owner.
    • Shift
    • Individual

    The case owner is the default notification.

    Notification Mode

    Notification mode. The options are as follows:

    • Default
    • SMS
    • Enterprise WeChat
    • DingTalk
    • Email
    • No notification

  8. Click OK to modify the SLA rule.

    Figure 7 Configure an SLA Rule

  9. By default, Effective Time is set to 7 days * 24 hours. SLA takes effect at any time. When you select Other, the time option is displayed. You can select the date when the SLA takes effect and the valid duration.

    Figure 8 Setting effective time

  10. After all SLA information is entered, click Submit.

    1. Only custom SLAs can be created. Common SLA is automatically preset in the system. Tenants can only enable, disable, and view common SLA.

    2. After an SLA is created or modified, the new SLA takes effect for the tickets that just enter the SLA process. For those that have been in the SLA process, the new SLA does not take effect.

    3. SLA templates with the same SLA type, application, and importance cannot be created repeatedly.

Enabling or Disabling a Custom SLA

  1. Log in to COC.
  2. In the navigation pane on the left, choose Basic Configurations > SLA Management. On the displayed page, click the Custom SLA tab.
  3. Locate the target SLA record in the list and click Enable or Disable in the Operation column. In the confirmation dialog box that is displayed, click OK.

    Figure 9 Enabling or disabling an SLA
    • After an SLA is created, it is disabled by default. You need to enable it manually
    • When multiple SLA rules match a new service ticket, the priority of the custom SLA is higher than that of the common SLA, and the priority of some applications is higher than that of all applications.
    • By default, common SLA is disabled. After you click Enable, SLA management is enabled for the ticket.

Modifying SLA

  1. Log in to COC.
  2. In the navigation pane on the left, choose Basic Configurations > SLA Management.
  3. Locate a target SLA record, click Modify in the Operation column to modify the SLA information.

    Figure 10 SLA details

  4. After modifying the basic information, click Submit.

    • Only custom SLAs in the Disabled state can be modified.
    • After an SLA is modified, enable it. The new SLA will take effect for the tickets that just enter the SLA process. For those that have been in the SLA process, the new SLA does not take effect.

Deleting SLA

  1. Log in to COC.
  2. In the navigation pane on the left, choose Basic Configurations > SLA Management.
  3. Locate the target SLA and click Delete in the Operation column. In the confirmation dialog box that is displayed, click OK.

    Figure 11 Deleting SLA

    Only custom SLA templates in the Disabled state can be deleted.

Parent topic: SLA Management