This topic describes the systematic instructions to configure the SLA maintenance.

1. On Home screen, click Core Maintenance. Under Core Maintenance, click SLA Maintenance.
2. Under SLA Maintenance, click Create SLA Maintenance.
   The Create SLA Maintenance screen displays.

   Figure 1-90 Create SLA Maintenance

   
   

   
   Description of "Figure 1-90 Create SLA Maintenance"

   
   
3. Specify the fields on Create SLA Maintenance screen.

   Note:

   The fields marked as Required are mandatory.

   For more information on fields, refer to the field description table.

   Table 1-92 Create SLA Maintenance – Field Description

   Field	Description
   Product/Application Code	Click Search icon and select the Product or Application Code.
   Product/Application Name	Displays the name of the Product/Application.
   Business Process Code	Click Search icon and select the Business Process Code for which the SLA maintenance has to be made.
   Business Process Name	Displays the Business Process name based on the Business Process code selected.
   Branch	Select the branch code for which SLA maintenance has to be done.
   Branch Working Hours	Click the icon to view the branch working hours.
   Include for SLA Calculation	Select the checkbox to consider the below options for the SLA calculation. The available options are: Branch Holidays Currency Holidays Hold Time Customer Clarification Off Branch Time Transactions

4. Click Calculate to view data will appear for the selected Business process code
5. Click Save to save the details.
   The SLA Maintenance is successfully created and can be viewed using the View SLA Maintenance screen.
6. Click Cancel to discard the changes and close the screen.