360° Strategic Asset Management > Common > SLA Contract Planning

A written agreement documenting the required levels of service. The SLA is agreed on by the service provider and the business, or the service provider and a third-party provider. The agreement is generally in expressed in a simple language so that it can be clearly understood by the customer. The document may also include more technical terms for defining the service. The Service Level Agreement is often part of a wider service contract. The SLA may address several areas including the availability of the service, the performance of the service, how it will operate, priorities, responsibilities of involved parties, guarantees and warranties. As well as defining key areas, the Service Level Agreement may also specify a level of service, including targets and a minimum level that can be reached.

The following process is the work flow for creating a new SLA contract with an external organisation or an internal organisation/department. Use this form to create and maintain SLA Contracts. SLA Contracts is used to create, maintain, and enquire about SLA contracts.

Note

List pages can help reduce the time that it takes to complete some daily tasks in Microsoft Dynamics AX. You can use list pages to view a list of similar records, select a record, and then perform actions against that record. There are two types of list pages: primary and secondary. Primary list pages display a set of records, and secondary list pages display a subset of those records. You must have security access to a primary list page to view the secondary list pages that are based on it.

When the Contract Planning is opened from the common (menu) or the area page, it will open the form as a primary list page. From this view you can select an execution record and click on EDIT to open the detail or grid view to perform actions against the selected record. List pages display multiple records as a list, or a series of rows and columns. You can sort the data in the list and use filters to display subsets of the list items. You can also click links to display specific records, if records are available.

Select multiple rows in a list by using check boxes to filter the on specific records. Filter the information in a list by using a quick filter or an advanced filter. Save an advanced filter as a Cue on a Role Centre page.

Definition of Contract Management

A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). SLAs commonly include segments to address: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement. In order to ensure that SLAs are consistently met, these agreements are often designed with specific lines of demarcation and the parties involved are required to meet regularly to create an open forum for communication. Contract enforcement (rewards and penalties) should be rigidly enforced, but most SLAs also leave room for annual re-visitation so that it is possible to make changes based on new information.

Types of Service level agreements are also defined at different levels:

  • Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.
  • Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example: A car service station offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging. A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging. An email system for the entire organization. There are chances of difficulties arising in this type of SLA as level of the services being offered may vary for different customers (for example, head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).
  • Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
  • Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required.
  • Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
  • Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.

Some metrics that SLAs may specify and include:

  • What percentage of the time services will be available;
  • The number of users that can be served simultaneously;
  • Specific performance benchmarks to which actual performance will be periodically compared;
  • The schedule for notification in advance of network changes that may affect users;
  • Help desk response time for various classes of problems;
  • Dial-in access availability; and
  • Usage statistics that will be provided.

Tasks that use this form

Create a new SLA Contract (External/Internal)

Maintain SLA contract

Navigating the form

The following table provide descriptions for the controls in this form:

Buttons : SLA Contract Action Pane

The Action Pane is divided into groups that contain action buttons. You can use the buttons on the Action Pane to create new records, perform actions against a selected record, and open forms to display more information about a record. The buttons that are displayed on an Action Pane depend on which list is displayed, your personal settings for the list, and your security access.

Control name

Description

SLA Contract New

Create a new SLA Contract.

Edit

Edit SLA contract record.

Delete

Delete SLA contract record.

Additional information

The function is used to add additional information to the contract.

Enquiries

Open a menu with the following items:

  • Gantt - This button displays the execution in a Gantt chart format.
  • Enquiries - This tab displays the results of the enquiries run in graph format. Only the main fields as selected on the filter criteria are displayed. The detail of the analysis results is available in the analysis cube report.
  • Transactions - This function displays all the inventory and financial transactions for the selected contract record.

Refresh

Refresh the page

Export to Microsoft Excel

The function is used to export selected data to Microsoft Excel

Attachments

View and open the documents that are attached to this contract. This includes external documents.

Filter Pane

Use the filter pane to limit the data on a list page so that only the records that meet the filter conditions are displayed.

Note : Find (Filter on Customer contract ID)

The filter function can be used to find specific contract record through pre-defined criteria. Additional filter fields might be displayed on the filter pane for some list pages.

List Page view

Field name

Field description

Vendor SLA contract ID

This field is used as a unique identifier for identifying the new Vendor SLA Contract and is a system generated field.

SLA Contract ID

This field is used as a unique identifier for identifying the new SLA Contract and is a system generated field.

SLA Contract Description

Short detailed description of the SLA Contract.

Specific ID

This field is selected to define the specific (asset) that will be linked to the contract.

Primary serial

This field define the primary serial number of the specific and will automatically defaulted from the specific detail if a primary serial number was created.

Secondary serial

This field define the secondary serial number of the specific and will automatically defaulted from the specific detail if a secondary serial number was created.

Start date

This field define the planned date when the contract must start.

End date

This field define the planned date when the contract must end.

SLA Contract per specific status

The function is used to change status of the SLA Contract. The SLA contract is in one of the following phases/status: Created, Quotation, In Progress or Approved.

Preview Pane

The preview pane displays information that is related to a selected record. The type of information that is displayed depends on the type of record that you selected. A preview pane is not available for all list pages.

Field name

Field description

Percentage complete

This field indicates as a percentage how far a contract is from completion.

Stage

This field uniquely defines the stage for a specific contract status. The field is not editable.

SLA Contract status

Shows the current status of the SLA Contract. The status can be changed with the Status function. The contract is in one of the following phases/status: Created, Quotation, In Progress or Approved.

SLA Contract object

Display the object that was selected to be quoted on in this SLA contract.

SLA Contract type

Display the SLA contract type that was selected for this contract, or that was created through the contract event template.