Customer service level agreements
A service level agreement (SLA) defines the agreed-upon levels of service that you provide to a customer. A service level, which is also known as a commitment, describes a quantifiable service.
You can have a service level agreement with a customer, with
a commitment and an escalation for the commitment. Escalations monitor
critical system processes to ensure that tasks are completed on time.
All escalations have associated actions or notifications. The commitment
is to resolve all incidents for the e-mail server within four hours.
The escalation for the commitment checks the status of the incident
after two hours. If the incident is still open, the ownership of the
incident is reassigned to the supervisor. The supervisor can take
the appropriate actions to meet the SLA commitments.