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Here are a couple of examples of how you can combine your SLA's and Targets for different customers and products/services

 

Customer A  ---> Contract 1--> SLA 1 --> SLA Target 1

 

Customer B  ---> Contract 2--> SLA 3 --> SLA Target 1 and SLA Target 2

 

Customer C  ---> Contract 3 --> Product A --> SLA 1 --> SLA Target 1

Customer C  ---> Contract 3 --> Product B --> SLA 2 --> SLA Target 2  and SLA Target 3 

 

 

Customer D and Customer E  --> No contract defined --> Default SLA --> SLA Target 0

 

 

 

Please note that to get the SLA's to work properly you at least need the issue fields:

  • SLA
  • Next Breach
  • Reporter company (or Company)
  • Product (if products on contracts are used)

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