---
title: Service Level Agreement
slug: citsmart-8-en/service-level-agreement
description: Learn how to register Service Level Agreements (SLAs) for availability, time, and other details in this comprehensive document. Discover how the system automatically escalates unattended service requests and assigns priorities to the responsible group. Fo
docTags: 
createdAt: 2022-01-19T21:45:31.000Z
---

This functionality allows <font color="#3b9f0f">**registering the service level agreement**</font> of the following types:

- **Availability;**
- **Time (by phases); and&#x20;**
- **Miscellaneous information captured from other sources.**

After N minutes (informing the time of action) and in case there is no action performed in the linked service request to this SLA, the system will attribute the priority and will escalate the group to execute the service request.
&#x20;

This feature provides a variety of actions, such as <font color="#3b9f0f">**including, changing, and deleting a service level agreement**</font>.

## Before getting started

- [x] The functionality registration needs a previous registration of priority,
  &#x20;group, unit, user;
- [x] In addition, to have defined e-mail templates and service
  &#x20;level requirements.

## Procedure

1. Access the functionality of Service Level Management through the main menu
   &#x20;`Processes > Service Level Management > Service Level Agreement`;
2. Complete all mandatory fields;
3. If the type of agreement entered is Time (by phases), set the SLA deadlines
   &#x20;(service level agreement), taking into consideration the priority. The
   &#x20;priority goes from **1 to 5**, with **1 being the highest level** and **5 the lowest**.
4. Click on "**Save**".