Collect SLA Commitments

A OpsEngine Procedure
May 2007
Jeff Elpern


Every SLA is Custom


Every large client has special support requirements. Thus, during the negotiation process, every Service Level Agreement develops unique features. The SLA module of IM directly address customizing the technology infrastructure for each of these SLA agreements.

This OpsEngine procedure cover the information gathering prior to entering a new SLA into the Incident Management (IM) system.


The goal is to be able to enter the SLA information and rules that create the infrastructure for processing support events specific to a SLA. Figure 1 and 2 below present an example.


Figure 1: SLA Agreement and Priorities

Figure 1 shows the agreement information for a SLA covering the support of the example product, the 6557 Routers. These routers are being sold to MegaTel Inc for installation in their central switching offices. Figure 1 also show the five level priority structure for this SLA.

The Agreement data fields are consistent across all SLAs. The Priorities structure is custom to each SLA and thus completely flexible. Capturing the priority structure from the agreement document is a major part of the preparation process.


Figure 2: Status Rules for Emergency Priority

Figure 2 shows the Response Commitment Rules for the Emergency priority level (see Figure 3 below for the corresponding wording in the SLA). In this example the 6557 Router is a critical component of MegaTel's central switching offices. Any problem with the router directly effect MegaTel's revenue streams. Thus the committed time periods for responding to an issue, providing a workaround, and developing the final fix are very short for this client.

The Priority information fields at the top of Figure 1 are consistent across all priority levels. The Rules - what states, required completion time for each state and the next state - are all custom for each Priority and thus completely flexible to match the exact details of each SLA. Capturing the Rules structure is a major part of the preparation process.

Procedure Template

The procedure for collecting the SLA commitments for each Service Level Agreement is a two phase process: Phase A - review the agreement to locate and highlight the response requirements, and Phase B - Complete the SLA Requirements Form. Access to the Service Level Agreement document is required for both phases.

A. Locate Response Requirements

Review the SLA document for the sections that define the Priority levels and the required response steps with associated maximum response times for each priority.


Figure 3: Priority and Response Requirements from SLA

Figure 3 presents a typical priority/response matrix found in many SLA agreements. This makes completing the SLA Priority / Response Rules Worksheet, present in the next phase, a snap.

In some cases the SLA describes the priorities and rule in text paragraphs. It is the same information, just a little harder to see the relative structure of each priority level.

Once you are comfortable with the SLA document move to the next phase.

B. Complete SLA Requirements Worksheet

A worksheet, shown in Figure 4 below, is provided to facilitate the catering and organization of the information needed to setup a new Service Level Agreement in the IM system.

Priority - Rules Worksheet for SLA.png

Figure 4: Priority / Rules Worksheet for SLA

This worksheet - in MS Word, Open Office and PDF formats - is available at:

Customize Worksheet

The worksheet provided is a prototype. It has the default Priority levels and response stages provide with a standard CIE 3 installation.

The default Priority levels are presented in the table below.

Priority Code

Priority Name




Sever or complete loss of functionality. Product cannot be used without fix.



Substantial Loss of functionality



Some loss of functionality or significant loss with a workaround.



Difficult to use or loss of insignificant functionality



Functional but client desires a different implementation

Univ/CIE/IM/SLA/SlaMatrix (last edited 2015-03-06 18:11:26 by localhost)