IBM FileNet P8, Version 5.2.1            

Service-level agreements

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 following example shows the expected response time for an incoming request:

Start time

A service request comes in at 3:00 PM.

Response window

The service-level agreement specifies a response within four work hours.

Work hours

The company is open for business from 8:00 AM to 5:00 PM each day.

Latest expected response time

A response is expected by 10:00 AM the next day.

Definition of entry attributes

The definition of a service-level agreement consists of entries. The entry array is one-based (as with all workflow field arrays).

An entry has the following attributes:

Deadline and reminder

The time intervals to set for the deadline and reminder for a step.

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.


Last updated: October 2015
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