Configuring Customer SLA Matrix

You can define the Response SLA and Resolution SLA for a specific Customer, location, and Tenant and define the SLA Matrix for a Customer. You can also configure Response SLA and Resolution SLA for a specific Vendor, location, and Tenant and define the SLA Matrix for a Vendor.

1. Select Admin > Basic > Customers > SLA Matrix.

2. On the CUSTOMER MATRIX page, click ADD NEW on the ACTIONS panel. Type in the new Customer Matrix/ Vendor Matrix details. For more information about the fields on the CUSTOMER MATRIX page, see Field Description.

3. Click SUBMIT. The SLA Matrix is configured.

   
   Figure:  CUSTOMER MATRIX page

   
   

   Field Description

   The following table describes the fields on the CUSTOMER MATRIX page:

This section explains all the icons displayed on the ACTIONS panel of the CUSTOMER MATRIX page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured. Customer/Vendor SLA Matrices.

 

 Figure:  CUSTOMER MATRIX page: List of Customer Matrices

• To edit a Customer/Vendor SLA matrix , click the Customer. Make appropriate changes and click SUBMIT.

• To display the inactive Customer/Vendor SLA matrix values, click the Include Inactive check box.

To add Customers, see Adding Customers.