User's Manual

When the desired set of KPIs has been added to the SLA group the KPI boundary values can

be set to match the service levels outlined in the actual Service Level Agreement contract.

Creating an SLA group from a template

Create the SLA group as follows:

1. Click on "Manage | SLA definitions" from the top menu bar

2. Right-click on "SLA templates" from the tree hierarchy

3. Right-click on the desired SLA template

4. Choose "Duplicate" from the pop-up menu. An SLA group editing dialog opens to the

right (pictured above)

5. Name the SLA group

6. Remove unnecessary KPIs from the "KPI definitions" list by using the "Remove KPI"

button

7. If it's desired to change the boundary values of KPIs, choose the desired KPI from the

"KPI definitions" list. The KPI's name, description and boundary values according to

service level agreement are updated into the editing dialog.

8. Edit the boundary values to your liking.

9. Repeat from step 7. until every boundary value is as desired.

10. Click "Save"

Creating an SLA group from scratch

The dialog pane is identical to the case of duplicated template. Naturally the contents of the

pane are empty, but the look and the process is identical.

Create the SLA group as follows:

1. Click on "Manage | SLA definitions" from the top menu bar

2. Right-click on "SLA groups" from the tree hierarchy