How to Adjust Service Level Agreements (SLA) in SOTI XSight

Failure to resolve an incident within the specified time frame results in it being marked as overdue.

By default, the Service Level Agreement (SLA) in SOTI XSight is configured for 24x7 support, encompassing all seven days of the week. However, some organizations may prefer to exclude weekends (Saturday and Sunday) from the SLA and establish specific working hours (e.g. 9 AM to 5 PM), unless operations demand round-the-clock support.

All SOTI XSight versions.

1. Open the SOTI XSight console.

2. Select the "X" located in the top-left corner.

3. Navigate to Settings by selecting Incident Management Group.

4. Select Service Level Agreement for the desired group.

5. Modify an existing record or create a new one.

6. In the editing interface, follow these steps to adjust the SLA:

• Unchecking Days: De-select the days that should not be considered under the SLA.
• Adjusting Time: Toggle off "All Day" and set the required working hours.
• Day: Indicate the day of the week by selecting the checkbox to the left of its name. To include all days, select the checkbox next to the column title.
• Start Time: Set the time when the working hours begin.
• End Time: Specify the time when the working hours finish.
• All Day Toggle: Toggle on to designate all 24 hours of the day as working hours.

By following these steps, organizations can tailor the SLA in SOTI XSight to align with their operational requirements.