This documentation applies to the 8.1 version of Service Level Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Specifying penalties and rewards for an agreement

The Review Periods and Penalties Rewards tab enables you to set review periods and to specify the penalties and rewards for missing or achieving objectives. Typically, no penalties are involved for operational level agreements.

The Penalties and Rewards table lists only those penalties or rewards that have the review period selected in the Review Periods table.

To set review periods

  1. Log on to the Service Level Management Console.
  2. Click the Agreements tab and select an agreement.
  3. Click View.
  4. Click the Review Periods\Penalties Rewards tab.
  5. Click the Add Review Period arrow located above the Review Periods table.
  6. Select a review period from the list.
    Your administrator might have configured additional review periods. The following are the defaults:
    • Daily
    • Weekly
    • Monthly
    • Quarterly
      When you select a review period, details of the title, frequency, and the time for the review to take place appear in the table.

      For information on configuring review periods, see Configuring review periods for agreements.
  7. Add as many review periods as required.

To remove review periods

  1. Log on to the Service Level Management Console.
  2. Click the Agreements tab and select an agreement.
  3. Click View.
  4. Click the Review Periods\Penalties Rewards tab.
  5. Select a review period in the Review Periods table and click Remove.

To add a penalty or reward to an agreement

  1. Log on to the Service Level Management Console.
  2. Click the Agreements tab and select an agreement.
  3. Click View.
  4. Click the Review Periods\Penalties Rewards tab.
  5. Click Add to open the Penalty and Rewards dialog box.
  6. In the Compliance Range fields, enter the upper and lower limits, in percentages, within which the penalty or reward applies.
    The lower limit must be entered in the left field and the high limit in the right field.
  7. Select a Type from the list; choose either Penalty or Reward.
  8. Enter a monetary amount in the Amount field.
  9. Click the arrow to select a currency from the list.
    This is the amount of the reward or the penalty applied when the compliance for the agreement reaches a certain range.
  10. In the Frequency field, enter the review period in which the compliance is calculated when assessing whether the agreement is in compliance or breached.
  11. Save your penalty or reward.
  12. Repeat this procedure to enter as many penalties or rewards as necessary.

To display penalties and rewards

  1. Log on to the Service Level Management Console.
  2. Click the Agreements tab and select an agreement.
  3. Click View.
  4. Click the Review Periods\Penalties Rewards tab.
  5. Click the Show by Frequency arrow located above the Penalties and Rewards table.
  6. Select the frequency of the penalty and reward that you want to display.
    The penalty or reward details appear in the table:
    • Compliance From and Compliance To-lower and upper limits of the percentage range within which the penalty or reward is incurred.
    • Amount-monetary value of the penalty or reward.
    • Type-penalty or a reward.
    • Frequency-how often the assessment is made.

To modify a penalty or reward

  1. Log on to the Service Level Management Console.
  2. Click the Agreements tab and select an agreement.
  3. Click View.
  4. Click the Review Periods\Penalties Rewards tab.
  5. Select a penalty or a reward from the Penalties and Rewards table.
  6. Click View to display the Penalty and Rewards dialog box.
  7. Make your changes to the Penalty or the Reward and save.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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