SLA file format description. Many people share.sla files without attaching instructions on how to use it. Yet it isn’t evident for everyone which program a.sla file can be edited, converted or printed with. On this page, we try to provide assistance for handling.sla files. A Service Level Agreement (SLA) is a document that is used to define the level of a service that exists between a service provider and their customer. An SLA should record a common understanding about services, priorities, responsibilities, guarantees, and possibly the right to compensation or penalties for underperformance on the side of the. Download files and build them with your 3D printer, laser cutter, or CNC. Thingiverse is a universe of things. SLA file extension. The table below provides useful information about the.sla file extension. It answers questions such as: What is the.sla file? What program do I need to open a.sla file? How can the.sla file be opened, edited or printed? How can I convert.sla files to another format?

The Customer Service Hub provides the ability to track and manage case SLAs.

Track SLA details with Timer Control

You or the agent working on the case can see the SLA details right on the case form. See the next section to know what happens when an SLA is applied to a case form.

Case form with SLA applied

Only the failure time is tracked and saved on the case record. You can ask your system administrator or customizer to add a timer to the case form. The timer shows the time remaining to meet the SLA or the time elapsed since the SLA failed and takes into consideration the business hours. For example, if failure time is set to 5 days and business hours are 9:00 a.m. to 5:00 p.m., then you will see 5 days on the timer. If failure time is set to 10 hours, then you will see 1 day and 2 hours on the timer.

Note

It is recommended to use only Enhanced SLA because Standard SLA is deprecated. For more information, see Important changes coming in Dynamics 365 Customer Service.

Case form with Enhanced SLA applied

When an enhanced SLA is applied to a case, a related SLA KPI Instance record is created for each SLA KPI that is tracked for that case. On the Summary tab of the case record, you’ll see a timer that shows the time remaining to meet each SLA KPI. When a service rep puts a case on hold, the status of the SLA KPI Instance is set to Paused. You can see the time for which a case was on hold and the last time the case was put on hold. These details are not available on the case form by default, but your system customizer can add these fields on the case form for you.

The on-hold time is the time for which the case was set to a status that you defined as an On-Hold status in the System settings dialog box. More information: System Settings dialog box - Service tab.

When the service rep resumes a case, the status of the SLA KPI Instance record is updated. The following details are updated in the record if the SLA isn’t violated:

• Failure time
• Warning time
• Total time the case is on hold

If the service rep puts the case on hold after the warning time, then the warning time isn’t updated when the case is resumed.

Similarly, the status of the SLA KPI instance is updated when the first response time on a case is:

• Nearing expiry
• Has expired
• Has succeeded

Note

• The SLA timer continues to run after it is triggered or resumed. It includes the holiday hours, non-business hours, and pause time (only business hours) while projecting the SLA warning or failure time.
• The timer control auto-refreshes for Pause and Resume states to show the updated SLA. For all other states, you must refresh the page to view the refreshed SLA. Select ... and select Refresh on the command bar to refresh the SLA timer control.

You can now also apply SLAs on demand. More information: Apply SLA on demand

To learn more about adding a timer control to a case form, see Add a timer control to the Case form to track time against an SLA.

Apply a routing rule set

An active routing rule set is automatically applied to all automatically created cases. Perform the following steps to manually apply a routing rule to the existing or manually created cases:

1. In Customer Service Hub, select Cases. The My Active Cases page appears.
2. Select the cases for which you want to apply the routing rule, and on the command bar, select Apply Routing Rule. The routing rule will be applied for the selected cases.

Note

If you’re importing bulk records, and don’t want the routing rules to be applied to the cases that you’re importing, add a column Route Case to your spreadsheet, and add the value No for all the cases that you don’t want to route.

Use SLA on the Customer Service Hub records

Your system administrator can enable entities other than case for SLA. For the Customer Service Hub, the following other entities can be enabled for SLA:

• Account

• Contact

• All activity entities: Email, Task, Appointment, Phone Call, Social Activity

• All custom entities and activities

  With this enhancement, you can define metrics or key performance indicators (KPIs) to meet the service level for these entity records.

Note

SLAs can only be created in the Dynamics 365 Customer Service. However, you can ask your system administrator or customizer to add a timer to your interactive experience forms to track the SLA KPI details in the Customer Service Hub.

To know more about how to create SLAs, see Define Service Level Agreements (SLAs).

See also

Learn the basics of the Customer Service Hub
Use the Main form and its components

Most service providers understand the need for service level agreements with their partners and customers. But creating one might feel daunting, like you don’t know where to start or what to include. In this article, we’re sharing some examples and templates to help you create SLAs.

What is an SLA?

A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between vendors, services, and industries.

Before subscribing for an IT service, the SLA should be carefully evaluated and designed to realize maximum service value from an end-user and business perspective. Service providers should pay attention to the differences between internal outputs and customer-facing outcomes, as these can help define the service expectations.

Writing SLAs: an SLA template

The SLA is a documented agreement. Let’s look at a sample SLA that you can use as a template for creating your own SLAs. Remember that these documents are flexible and unique. Make changes as necessary, as long as you include the relevant parties—particularly the Customer. And consider additional topics you may want to add agreements on, such as:

• Review or monitoring. How often the Service Provider and Customer may review the SLA, perhaps annually.
• Service credits. Something the Service Provider may offer in case your SLA is not achieved.
• Rider. Used when amendments occur.
• End-of-contract or liquidation terms. Defining how and when Customer or Service Provider can opt out of the SLA.

There are several ways to write an SLA. Below is a mock table of contents (TOC), which you can use as a starting template for writing your own service level agreements.

Now, I’ll break down each section with a few details and examples.

1.0 Service Level Agreement

The first page of your document is simple yet important. It should include:

• Version details
• Document change history, including last reviewed date and next scheduled review
• Document approvals

Last Review: MM/DD/YYYY

Next Scheduled Review: MM/DD/YYYY

2.0. Agreement Overview

The next section, the agreement overview should include four components:

1. SLA introduction
2. Definitions, convention, acronyms, and abbreviations (A glossary)
3. Purpose
4. Contractual parameters

2.1. SLA Introduction

Include a brief introduction of the agreement, concerning parties, service scope and contract duration. For instance:

This is a Service Level Agreement (SLA) between [Customer] and [Service Provider]. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY.

Subject to review and renewal scheduled by MM/DD/YYYY.

Signatories:

2.2. Definitions, Conventions, Acronyms, and Abbreviations

Include a definition and brief description terms used to represent services, roles, metrics, scope, parameters, and other contractual details that may be interpreted subjectively in different contexts. This information may also be distributed across appropriate sections of this document instead of collated into a single section.

2.3. Purpose

This section defines the goals of this agreement, such as:

The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:

• Requirements for SaaS service that will be provisioned to [Customer]
• Agreed service targets
• Criteria for target fulfilment evaluation
• Roles and responsibilities of [Service Provider]
• Duration, Scope and Renewal of this SLA contract
• Supporting processes, limitations, exclusions and deviations.

2.4. Contractual Parameters

In this section, you’ll want to define the policies and scope of this contract related to application, renewal, modification, exclusion, limitations and termination of the agreement.

This section specifies the contractual parameters of this agreement:

1. Contract renewal must be requested by [Customer] at least 30 days prior to expiration date of this agreement.
2. Modifications, amendments, extension and early termination of this SLA must be agreed by both signatory parties.
3. [Customer] requires a minimum of 60 days’ notice for early termination of this SLA.
4. …

3.0. Service Agreement

This section can include a variety of components and subsections. into the following components:

1. KPIs and metrics
2. Service levels, rankings, and priority
3. Service response
4. Exceptions and limitations
5. Responses and responsibilities
6. Service Management

3.1. KPIs and Metrics

Key performance indicators (KPIs) and other related metrics can and should support your SLA, but the achievement of these alone does not necessarily result in the desired outcome for the customer.

3.2. Service Levels, Rankings, and Priority

3.3. Service Response

3.4. Exceptions and Limitations

Include any exceptions to the SLA conditions, scope, and application, such as:

This SLA is subject to the following exceptions and special conditions:

• [Service Provider] must ensure Cloud Service A availability of 99.9999% during holiday season dated MM/DD/YYYY to MM/DD/YYYY.
• [Service Provider] may not be liable to credit reimbursement for service impact to data centers in Region A and Region B due to natural disasters.
• Response to requests of Severity Level 6 or below by [Customer] can be delayed up to 24 hours during the aforementioned holiday season.
• Requests for special arrangements by [Customer] may be expedited as per pricing structure specified in Appendix A.1.

3.5. Responses and Responsibilities

Here, you’ll define the responsibilities of both the service provider and the customer.

[Customer] responsibilities:

• [Customer] should provide all necessary information and assistance related to service performance that allows the [Service Provider] to meet the performance standards as outlined in this document.
• [Customer] shall inform [Service Provider] regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
• …

[Service Provider] responsibilities

• [Service Provider] will act as primary support provider of the services herein identified except when third-party vendors are employed who shall assume appropriate service support responsibilities accordingly.
• [Service Provider] will inform [Customer] regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
• …

3.6. Service Management

Include service management and support details applicable to the service provider in this section

3.6.1. Service Availability

Service coverage by the [Service Provider] as outlined in this agreement follows the schedule specified below:

• On-site support: 9:00 A.M. to 6:00 P.M, Monday to Friday between January 5, 2020 to December 20, 2020.
• Phone Support: 24-Hours as per Section 3.2. of this agreement.
• Email Support: 24-Hours as per Section 3.2. of this agreement.
• …

References and Glossary

Include reference agreements, policy documents, glossary and relevant details in this section. This might include terms and conditions for both the service provider and the customer, and any additional reference material, like third-party vendor contracts.

Appendix

The appendix is a good place to store relevant information that doesn’t fit elsewhere, such as pricing models and charges. The following section is an example of information you may want to append to your SLA.

A.1. Pricing models and charges

Free Sla Models

Include the pricing models for each service type with detailed specifications.

SLA best practices

Though your SLA is a documented agreement, it doesn’t need to be lengthy or overly complicated. It is a flexible, living document. My word of advice? Build one using this template and examples and consult with your customers for any perceived gaps. As unforeseen instances are inevitable, you can revisit and tweak the SLA as needed.

Free Sla Files

Additional resources

Additional SLA templates and examples are available here:

Sla Files Free

• University of Connecticut (PDF)