What are SLA Templates? #
An SLA (Service Level Agreement) template defines the time-based targets that govern how quickly staff must respond to and resolve service requests. When an SLA template is assigned to a contract, every request linked to that contract inherits those targets.
What DMSI Service Management Adds
SLA templates are a core feature of DMSI Service Management. DMSI-DDLS Core does not include SLA functionality. Service Management adds the full SLA framework: configurable templates, business-hours awareness, real-time SLA timers on requests, background breach detection, and thedmsi_sm_sla_breachdeveloper hook.
Response vs. Resolution Targets #
| Target | Description |
|---|---|
| Response Time | Maximum time from request creation to first acknowledgment (assignment or status update) |
| Resolution Time | Maximum time from request creation to Completed status |
Both targets are defined in minutes. For example, a 4-hour response target is stored as 240 minutes.
Business Hours Concept #
SLA timers can be configured to count only during defined business hours. This means that if a request arrives at 5:00 PM and the SLA template’s business hours end at 5:00 PM, the response timer does not advance until the next business day starts.
Using business hours prevents customers who submit requests in the evening from having unrealistic resolution expectations, and prevents staff from being penalized for overnight inactivity.
24/7 Mode #
SLA templates can be toggled to 24/7 mode, which disables business-hours calculations entirely. In 24/7 mode, timers advance continuously regardless of the time of day or day of the week.