Service Level Manager

A user whose Person record is linked to the Service Level Manager role of an account is able to maintain (add and edit) the following records of that account:

• Services
• Service Instances
• Service Offerings
• Service Level Agreements
• First Line Support Agreements
• Organizations

When the service provider of a service level agreement (SLA) belongs to a different account than the customer organization, then the SLA is registered in the account of the service provider. People with the Service Level Manager role of the customer’s account are able to specify who the customer representative is for the SLA and who are covered by the SLA.

Similarly, when the provider of a first line support agreement (FLSA) belongs to a different account then the customer organization, then the FLSA is registered in the account of the provider. People with the Service Level Manager role of the customer’s account are able to specify who the customer representative is for the FLSA.

The Specialist role is a prerequisite for the Service Level Manager role.