This activity is used to enter or change the Service Level Agreement (SLA) lines for the service contract. It is possible to create SLA's to the whole contract as well as for each service.
For each SLA line, an applicable work type can be specified. A primary criteria can be chosen with the criteria value, and also a secondary criteria with its criteria value. It is also possible to connect the SLA line to an SLA template.
If SLA templates are needed, it should be defined in SLA Order Template page and should be in Active status.
As a result of this activity a service level agreement (SLA) line is created.