sla
Defines Service Level Agreements (SLAs) that measure and enforce service delivery commitments.
Columns
| Name | Type | ReadOnly | References | Description |
| sys_mod_count | String | False |
Tracks how many times the SLA record has been modified since creation. | |
| sys_created_by | String | False |
Identifies the user who created the SLA record. | |
| sys_updated_by | String | False |
Indicates the user who last updated the SLA record. | |
| ends | Datetime | False |
Specifies the date and time when the SLA period concludes or expires. | |
| department | String | False |
References the department responsible for managing or monitoring this SLA. | |
| business_lead | String | False |
Identifies the business lead or owner accountable for ensuring SLA compliance. | |
| change_procedures | String | False |
Describes the procedures or protocols to follow when modifying the SLA terms or scope. | |
| notes | String | False |
Contains internal notes or comments that provide context or updates about the SLA. | |
| contract | String | False |
References the contract under which the SLA was established. | |
| users | String | False |
Lists the users or user groups covered by the SLA agreement. | |
| service_goals | String | False |
Outlines the measurable service goals or performance targets defined in the SLA. | |
| name | String | False |
Stores the display name of the SLA for easy identification in reports and dashboards. | |
| transaction_load | String | False |
Defines the expected or average transaction volume covered under this SLA. | |
| security_notes | String | False |
Provides details or considerations related to security measures within the SLA scope. | |
| consultant_user | String | False |
Identifies the external consultant or service provider responsible for supporting the SLA. | |
| number | String | False |
Stores the unique SLA number automatically generated for reference and tracking. | |
| avail_pct | String | False |
Represents the required availability percentage that the service must maintain under this SLA. | |
| functional_area | String | False |
Specifies the functional area, such as IT or HR, that the SLA applies to. | |
| accountable_user | String | False |
Identifies the individual accountable for the overall SLA performance and reporting. | |
| signatures | String | False |
Stores the digital or recorded signatures of parties who approved or signed the SLA. | |
| sys_created_on | Datetime | False |
Records the date and time when the SLA record was created. | |
| sys_updated_on | Datetime | False |
Records when the SLA record was last updated. | |
| begins | Datetime | False |
Specifies the date and time when the SLA becomes effective. | |
| short_description | String | False |
Provides a concise summary of the SLA's purpose or scope. | |
| maintenance | String | False |
Outlines maintenance procedures, schedules, or responsibilities defined in the SLA. | |
| reponsibilities | String | False |
Details the roles and responsibilities of each party involved in fulfilling the SLA. | |
| description | String | False |
Provides a comprehensive explanation of the SLA, including objectives, commitments, and conditions. | |
| calendar | String | False |
References the calendar that defines business hours and schedules used for SLA tracking. | |
| next_review | Datetime | False |
Indicates the date of the next scheduled SLA review or performance evaluation. | |
| informed_user | String | False |
Lists users who must be notified about SLA status changes, breaches, or reviews. | |
| sys_class_name | String | False |
Defines the record's system class, which determines how the SLA behaves in workflows and forms. | |
| response_time | String | False |
Specifies the expected response time for issues or requests covered by the SLA. | |
| disaster_recovery | String | False |
Describes the disaster recovery provisions included in the SLA. | |
| responsible_user | String | False |
Identifies the user responsible for day-to-day management of the SLA. | |
| sys_id [KEY] | String | False |
Provides the system identifier (sys_id) for the SLA record used for tracking and referencing. | |
| active | String | False |
Indicates whether the SLA is currently active and enforced. | |
| business_unit | String | False |
References the business unit accountable for the services governed by the SLA. | |
| technical_lead | String | False |
Identifies the technical lead responsible for overseeing SLA-related technical operations. | |
| incident_procedures | String | False |
Describes the procedures to follow for incident handling and escalation under the SLA. |