About managing your Service Level Agreement (SLA) levels within ServiceDesk Solution
These SLAs refer to your ServiceDesk Solution business requirements as you implement them within the product. These SLAs do not represent how Symantec should respond to or address a customer's request for support.
Out of the box, ServiceDesk Solution provides a set of default SLAs levels. Before you implement the ServiceDesk product into your production environment, you must configure and fine-tune the default SLA levels to meet your SLA requirements. In ServiceDesk, the term Service Level Agreement (SLA) refers to the expectations and requirements for Incident response and resolution time. The SLA includes the allowable time frame for your support technicians to respond to and resolve an incident ticket.
A set of default SLAs is provided in to the Incident Management process. The SLA levels are configured according to the default business hours, which are set up for a nine hour day, 8:00 A.M. - 5:00 P.M. You should configure the business hours and SLA levels to comply with your organization's business hours and SLAs.
You manage your SLA levels from the SLA Levels Configuration page. To access the page, in the Process Manager portal, click Admin > Process Automation. Expand Incident Management and click Service Dashboard. Then, under Actions: INCIDENT-MGMT click Manage SLA Levels.