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This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

Penalties and rewards for an agreement

You can define penalties for noncompliance of an agreement, and rewards for meeting and exceeding the specified goals. These penalties and rewards are determined for each review period at the end of the period. You set the percentage range for a compliance target in the Service Level Management Console, along with the monetary amount and the review period. This data is also shown in reports. 

Example 1: An SLA must be 99 percent compliant; you can set a penalty of $1,000 that is incurred for the review period if the compliance falls between 95.00 and 98.99 percent. If the compliance falls between 92.00 and 94.99 percent, the penalty is $3,000 for the review period. 

Example 2: If your compliance target is 98 percent on a daily basis, you might want to set a penalty for a compliance range of 96 percent to 97.99 percent of $300.00 on a daily basis. For a compliance range of 92 percent to 95.99 percent, you might want to set a more severe penalty of $600.00 per day. You might also want to add a reward of $300.00 if the compliance reaches 99 percent to 100 percent for a day.

 

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BMC Service Level Management 20.02