Summary

The SLA Thresholds page is used to create and manage your SLA’s.

Create an SLA

Click Create SLA Threshold in the top left. You will be creating this SLA threshold at the account level.

If you would like to create an SLA Threshold specific to one of your sites, switch to the Site level SLA Thresholds tab before clicking create.

External SLA’s are the agreed thresholds you make with your vendors, whereas internal SLA’s can be used for example to track internal goals.
Now, Give the SLA a name. Or, leave it blank to use the default name, which will be simply the Service Name, space, SLA Threshold.
Choose the SLA filter group, or you can leave this as the default. But if you’d like, here you can create a new filter group, or, edit the currently selected filter group.

SLA filter groups are used to apply pre-set filter criteria to a set of SLA’s to make sure you are comparing apples to apples when viewing them.
Also, this makes it easier each time you create a new SLA threshold. Instead of going through the hassle of selecting the specific filters you need each time, you can simply select the filter group to ensure you have the exact filter criteria you need.
Note you can only have one active SLA threshold for each filter group, for a given service profile.
Below, specify the date this SLA should be in effect. Don’t change anything to leave it in effect indefinitely.
Now you can begin to configure the conditions for this SLA.
Now click Save New SLA threshold. You will see it appear in the table above.

Back at the main SLA thresholds page, you can create an alert, edit or delete an SLA threshold using the icons to the left.

Also, you can delete thresholds in bulk by selecting each or all, then clicking bulk actions > delete.