SLA Management

SLA management manages O&M efficiency, which measures O&M engineers' timeliness of responding to and handling events. O&M administrators can create SLAs.

Access the O&M workspace, choose Business Config > SLAs, click Create, and configure parameters.

**Table 1** Parameters required for SLA management
Parameter	Description
SLA Management Name	Enter an SLA name.
SLA Management Description	Describe the SLA.
Project	Select the project that the SLA belongs to.
Service	Select the service bound to the SLA.
SLA Management Rule	Select the event level of the SLA.
Event Response SLA/Event Handling SLA	There are two types of SLA: event response SLA and event handling SLA.
Response Time/Handling Duration	Enter the time you spend on responding to and handling an event, respectively.
Timeout Notification Object	Select the users to be notified when the event response or handling time exceeds the threshold.
Notification Channel	Notifications can be sent by SMS message or email. Note: If you want to receive SMS or email notifications, ensure that you have subscribed to email or SMS notifications. For details, see Users.
Notification Group	If an event is not responded or handled in a timely manner, a notification will be sent to the user group.