Hi All, I have a SLA for Customer A on incidents where Critical Response Time is 15 minutes. Now I need to add SLA for all other customers where the Critical Response Time is 30 minutes. Customer A's Agreement/Targets reside under the Customer folder. The guides mention hexarchy but then doesn't go into any detail. Looking at the Standard Service > Incident Management folder I am thinking if I put the standard SLA there it would be applied to any customer that does not have an SLA in the Customer folder. Seems like that would be how it works but would like to be sure before I get started on this.
Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected]<mailto:[email protected]> Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:[email protected]] ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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