As a matter of company policy, a service-level agreement defines the maximum number of work hours for responding to a customer service request. The phrase work hours refers to the hours when the company is open for business. You can define more than one service-level agreement for an isolated region.
The definition of a service-level agreement consists of entries. The entry array is one-based (as with all workflow field arrays).
Deadline and reminder |
The time intervals to set for the deadline and reminder for a step. |
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Calculation units |
Whether days or minutes are to be used as the units for calculations. |
Work schedule usage |
Whether a work schedule is to be used in the calculations. For information about work schedules, see Work schedules. |
Cutoff time usage |
Whether a cutoff time is to be used in the calculations. For information about cutoff times, see Work schedules. |
Day adjustment option |
An option for determining the time of day that a function returns for a deadline or reminder. For more information, see Day adjustment options. |