• Service Level Agreements (SLAs) with your internal/external customers.
• Internal Support Requirements (Operational Level Agreements) with organizational departments/groups
• Support Contracts with External Suppliers (Underpinning Contracts)

Infra has been designed to provide maximum flexibility in the creation of specific service targets for individual customers and departments, configuration items and incident categories. Each service agreement can be linked to multiple entities, or easily cloned and modified to individual requirements.

Full notification support via email is provided for both internal escalation alarms and service breach notifications allow IT to manage service thresholds.

Infra delivers automated agreement identification upon incident details e.g. assigned customer, department, incident priority, category or configuration item. Similarly, the service threshold times for the agreements are calculated based on a multi-dimensional matrix based on incident detail parameters.

Supervisors are able to check the current status of incidents against escalation and agreement breaches using the Infra Monitor, which shows graphical displays of incident statuses in real-time. When combined with Infra's detailed Configuration Management Database and Reporting, the results are improved service delivery and lower costs through more efficient IT workflow processes.