Managing service level agreements

The Service Level Management page lists all of your company's service level agreements in Autotask. For each SLA, the list provides a description and the number of open tickets, active devices Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. and active contracts associated with the SLA. A check mark identifies active SLAs.

To open the page, use the path(s) in the Security and navigation section above. On this page, you can do the following:

Option	Description
New	Click this button to create a new service level agreement. Refer to Adding and editing service level agreements.
Right-click Menu
Edit Service Level Agreement	Click the edit icon or select this option to make changes to an existing SLA. Refer to Adding and editing service level agreements.
Activate/Inactivate Service Level Agreement	Select this option to change the Active status of an SLA. NOTE  An inactive SLA is no longer available to assign to tickets or contracts. For existing tickets and contracts that use the inactive SLA, it will remain as the selected option and SLA data will still be tracked for the existing tickets. For information on SLA application logic, refer to Applying service level agreements.
Delete Service Level Agreement	Use this option to delete a service level agreement. You cannot delete an SLA that is currently associated with any ticket categories, tickets or contracts.