Configuring SLA Levels

The SLA Level is set by a rule based on request priority. The validation for the SLA Level field is DEM - SLA Level. Figure 5-3. SLA Level Rule and Validation windows shows the rules window and validation for SLA level. The default values for the DEM - SLA Level validation are:

  • Critical - 3 Days

  • High - 5 Days

  • Normal - 15 Days

  • Low - 30 Days

Figure 5-3. SLA Level Rule and Validation windows