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 How do I assign multiple SLA´s to the same company Export knowledge base Export     SubscribeSubscribe      Show article info

To have multiple SLA's for a company you need to have multiple (Service) Contracts. 

 

In a contract you can define what services that the customer have, and what SLA that cover the services.

 

So for example:

 

Company --> Contract 1 --> Service A, Service B --> DEFAULT SLA

Company --> Contract 2 --> Service X, Service Y --> GOLD SLA

 

ACME Inc --> SERVICE-CONTRACT-101  --> Hosted Exchange, DNS --> DEFAULT SLA --> SLA Target 1, SLA Target 2

ACME Inc --> SERVICE-CONTRACT-102  --> Backup service, Firewall --> GOLD SLA --> SLA Target 2, SLA Target 3, SLA Target 4

 

More info here :

 

http://www.visionproject.se/ShowKnowledgeBaseEntry.do?id=3442


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