A Service Level Agreements, in short SLA, is intended to hold information about how an asset is serviced. By assigning a resource you can indicate, e.g. that the asset is serviced by the given resource, or that an asset for a user with the given resource has to service the device with a predefined external entity. Additional information about the SLA is provided in the agreement field.

SLAs are assigned to an asset using the predfined asset field Service Level Agreement. This field is a default field which can not be removed from the list of asset fields. However, you can assign or remove this field from certain asset types in order to have the SLA information available.

The following attributes can be assigned to an SLA:

• Name: The name of this SLA.

• Resource: An optional resource that this SLA is connected to.

• Icon: An icon to distinguish multiple SLAs.

• Agreement: The agreement policy for this SLA.

Note: You have the option to redefine SLAs freely. The advantage to this field is that you can specify a linked resource. Creating a ticket for an asset that has an SLA with a resource defined automatically selects this resource for the new ticket.