Basic Components

This module revolves around the following components:

Component	Description
SLA	An SLA is a contract or formal commitment between a service provider and customer.
Service	A service is a set of tasks provided by the service provider that meets one or more customer requirements
Service level	A service level defines the methods to measure the quality of service that the service provider delivers to the customer
Breach Type	A breach type is an attribute chosen to be monitored as a part of an SLA policy Example: Response/resolution due time
SLA Policy	An SLA policy is a rule created to identify the inconsistencies in a specific module and deal with them appropriately Note: Only one SLA policy will apply to a record and the policy to be enforced is picked depending on its position in the priority order. Read the Ranking SLA Policies section for more information.
Commitment	A commitment is technically a service component that can be measured in a particular way and which the service provider must meet to comply with the SLA agreement. Note: SLA can have more than one commitments, each having its own conditions and escalation points
Escalation	An escalation is a process setup to ensure the problems concerning the critical components are notified to the respective stakeholders, and their causes are addressed at the right level. Note: Multiple levels of escalation for varied escalation points can be configured for each breach type