SLA to IM Mapping
From Contract to Action
The IM SLA functionality is designed to directly implement the support policies defined in each Azaire Service Level Agreement. This article presents mapping of an example SLA priority/response matrix – from the MegaTel SLA – into IM SLA constructs.
The response matrix from the MegaTel SLA that is used in this documentation is presented below.
Figure 1: MegaTel's SLA: Priority and Response Requirements
Ticket, or Case, priority level are defined within the agreement (see Figure 2 below). These are descriptive phrases for each level.
Figure 2: Agreement Priorities
The IM SLA Extension directly implements the Priority levels for each SLA in the exact words of that SLA.
Figure 3: Priorities entered into System
Figure 3 Shows the priority data structure for the MegaTel SLA. The Description field for each level is an exact match with the SLA wording.
Figure 4: Ticket wording matches SLA wording for Priority
The end user viewing the Ticket sees the exact SLA wording for the Priority description.
Stage to State Mapping
The Ticket, or Case, stages are defined within the agreement (see Figure 5 below).
Figure 5: Agreement Stages mapped to IM SLA States
The IM SLA Extension directly implements the agreement stages as Ticket States.
Figure 6: Ticket States and Durations for Emergency Priority
Figure 6 above shows the Rule data structure for the Emergency Priority. This is a direct implementation of the agreement stages.
Figure 7: Ticket in Responded Status for Emergency Priority
The end user viewing the Ticket sees the SLA wording for the Status description.
The duration times for each Stage are defined within the agreement (see Figure 8 below).
Figure 8: Durations for Emergency Priority
These are directly implemented in the IM SLA Extenstion as shown in Figure 7 above.
Figure 9: Durations for Emergency Priority
The end user view, as shown in Figure 9, displays the duration for the State of the Ticket. In addition, this view also shows the time elapsed in the State and the time remaining.