Custom SLA

Tenants can customize SLA as required.

Querying a Custom SLA

Log in to COC.
In the navigation pane on the left, choose Basic Configurations > SLA Management.
Click the Custom SLAs tab to view the custom SLA list.

Figure 1 SLA list
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
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

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

Figure 4 Querying the SLA List
Click Create SLA in the upper right corner.

Figure 5 Creating a custom SLA

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 Pending task Issue ticket
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 pending task, the levels include: Critical Major Minor Suggestion When the trigger type is issue ticket, the levels include: Critical Major Minor Suggestion
Application	Options: Some All

In the SLA Rule table, locate a target rule, Click Modify in Operation column.

Set SLA Target, Recipient, and Notification Mode in the dialog box that is displayed.

**Table 2** Parameter description
Parameter	Description
Status	When Trigger Type is set to Incident ticket, the status types are as follows: Pending handling Handling Resolved and pending verification When Trigger Type is set to Alarm ticket, the status types are as follows: Alarming When Trigger Type is set to Pending task, the status types are as follows: Pending handling Handling When Trigger Type is set to Issue ticket, the status types are as follows: Pending handling Locating the solution To be implemented on the live network To be verified
SLA Target	SLA Target can be enabled. After it is enabled, a maximum of seven days can be set.
Recipient	Recipient is classified into the following types: Ticket Owner Shift Individual Ticket Owner is selected by default.
Notification Mode	Notification mode. The options are as follows: Default SMS Enterprise WeChat DingTalk Email Lark No notification

Click OK.

Figure 7 Configure an SLA Rule
By default, Available Duration is set to 24/7. 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 available duration
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

Log in to COC.
In the navigation pane on the left, choose Basic Configurations > SLA Management. Click the Custom SLAs tab.
Locate an SLA record, click Enable or Disable in the Operation column on the right. In the displayed dialog box, 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

Log in to COC.
In the navigation pane on the left, choose Basic Configurations > SLA Management. Click the Custom SLAs tab.
Locate an SLA data record from the list and click Modify in the Operation column. The SLA basic information is displayed.

Figure 10 SLA details
After modifying the basic information, click Submit.
- Only custom SLAs in the Disable 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

Log in to COC.
In the navigation pane on the left, choose Basic Configurations > SLA Management. Click the Custom SLAs tab.
Locate an SLA data record from the list and click Delete in the Operation column. In the displayed dialog box, click OK.

Figure 11 Deleting SLA

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