Overview

Service Level Agreement (SLA) is generally used to measure the service quality in the industry. It defines the quality standard, delivery method, and acceptable performance level of a service. The SLA management function of COC provides the service ticket validity period management capability. When a service ticket triggers an SLA rule, COC records the SLA trigger details for the service ticket and notifies the corresponding users to follow up and handle the service ticket in a timely manner.

SLA functions:

• Customers can customize SLAs or use public SLA rules preset by COC.
• Four trigger scenarios are supported: incident tickets, alarm tickets, to-do tasks, and issue tickets.
• You can set SLA targets (a service ticket must be completed within a specified period of time). When a service ticket triggers a rule, the system notifies the specified personnel in a specified method and supports continuous notification.
• You can set SLA warning targets. When an SLA is about to be broken, the system sends a notification at a specified time in advance.
• You can view SLA records, including key information such as the service ticket ID, SLA status, and SLA rule.

• After an SLA is created or modified, the SLA takes effect for the service tickets that enter the SLA workflow later but does not take effect for the service tickets that are already in the SLA workflow.
• Custom SLAs takes priority over public SLAs, and SLAs for some applications may take priority over those for others.