ServiceLevelAgreement Object

Root Connection
Fields
Connections
Implemented Interfaces

Root Connection

All ServiceLevelAgreement objects of an account are accessible by a query on the root connection serviceLevelAgreements. Such a query will return a ServiceLevelAgreementConnection!, which contains the ServiceLevelAgreement objects in its nodes field.

serviceLevelAgreements (ServiceLevelAgreementConnection!)

Root connection for retrieving ServiceLevelAgreement records.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`filter`	`ServiceLevelAgreementFilter`	Filter to determine which ServiceLevelAgreement records are returned.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.
`order`	`[ServiceLevelAgreementOrder!]`	Order of the ServiceLevelAgreement records returned.
`view`	`ServiceLevelAgreementView`	View name. The default value is `current_account`.

Fields

The fields in this section list which values can be retrieved when querying ServiceLevelAgreement records.

account (Account)

The account this record belongs to.

activityID (ActivityID)

The Activity ID is the unique identifier by which an activity that is performed in the context of a service offering is known in the billing system of the service provider. This contains the activityIDs related to request categories.

agreementID (String)

The Agreement ID is the unique identifier by which all the activities that are performed through the coverage of the SLA are known in the billing system of the service provider.

coverage (SlaCoverage)

Used to specify how people who are to be covered by the service level agreement are to be selected.

createdAt (ISO8601Timestamp)

The date and time at which the record was created.

customer (Organization)

The organization that pays for the agreement.

customerAccount (Account)

The customer account this record belongs to.

customerRepresentative (Person)

Deprecated: A service level agreement can have multiple customer representatives. Use customerRepresentatives instead.

The person who represents the customer organization for the agreement.

expiryDate (ISO8601Date)

The date through which the agreement will be active. The agreement expires at the end of this day if it is not renewed before then. When the agreement has expired, its status will automatically be set to expired.

id (ID!)

Unique identifier of the record.

name (String)

The name of the service level agreement.

noticeDate (ISO8601Date)

The last day on which the service provider organization can still be contacted to terminate the agreement to ensure that it expires on the intended expiry date. The notice date field is left empty, and the expiry date field is filled out, when the agreement is to expire on a specific date and no notice needs to be given to terminate it.

remarks (String)

Any additional information about the service level agreement that might prove useful.

serviceInstance (ServiceInstance)

The service instance that will be used to provide the service to the customer of the service level agreement. Only service instances that are linked to the same service as the selected service offering can be selected.

serviceLevelManager (Person)

The person of the service provider organization who acts as the service level manager for the customer of the service level agreement.

serviceOffering (ServiceOffering)

Service offering that specifies the conditions that apply to the service level agreement.

source (String)

An identifier for the client application submitting the resource or the name of an external system.

sourceID (String)

The unique identifier of the resource in an external system.

startDate (ISO8601Date)

The first day during which the agreement is active.

status (AgreementStatus)

The current status of the agreement.

supportDomain (Account)

The support domain account that offers the support to users covered by this the service level agreement.

updatedAt (ISO8601Timestamp)

The date and time of the last update of the record. If the record has no updates it contains the createdAt value.

useKnowledgeFromServiceProvider (Boolean)

Whether knowledge articles from the service provider should be exposed to the people covered by the service instances related to the service level agreement. Only available for service level agreements where the coverage field is set to service_instances.

Connections

The connection fields in this section allow (paged) access to objects related to a specific ServiceLevelAgreement record. The actual objects will be in the nodes field of the connection.

coverageGroups (SlaCoverageGroupConnection)

Coverage groups of the service level agreement. Only available for service level agreements where the coverage field is set to coverage_groups.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

customerRepresentatives (PersonConnection)

The people who represent the customer organization for the service level agreement.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

effortClassRateIDs (EffortClassRateIDConnection)

The Rate IDs are the unique identifiers by which an effort class that is linked to a time entry when an activity was performed through the coverage of the SLA is known in the billing system of the service provider.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

invoices (InvoiceConnection)

Invoices associated with this object.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

organizations (OrganizationConnection)

Organizations of the service level agreement. Only available for service level agreements where the coverage field is set to organizations_and_descendants, organizations or organizations_and_sites.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

people (PersonConnection)

People of the service level agreement. Only available for service level agreements where the coverage field is set to people.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

remarksAttachments (AttachmentConnection)

Files and inline images linked to the Remarks field.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

serviceInstances (ParentServiceInstanceConnection)

The service instances that consume the service instance for which the service level agreement is registered. Only available for service level agreements where the coverage field is set to service_instances.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

sites (SiteConnection)

Sites of the service level agreement. Only available for service level agreements where the coverage field is set to sites or organizations_and_sites.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

skillPools (SkillPoolConnection)

Skill pools of the service level agreement. Only available for service level agreements where the coverage field is set to skill_pools.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

standardServiceRequestActivityIDs (StandardServiceRequestActivityIDConnection)

Represents the activityIDs for standard service requests. The Activity ID is the unique identifier by which an activity that is performed in the context of a service offering is known in the billing system of the service provider.

Argument	Type	Description
`after`	`String`	Returns the elements in the list that come after the specified cursor.
`before`	`String`	Returns the elements in the list that come before the specified cursor.
`first`	`Int`	Returns the first n elements from the list.
`last`	`Int`	Returns the last n elements from the list.

Implements

ServiceLevelAgreement implements the following interfaces. This means that fragments defined on these interfaces may be used in queries returning a ServiceLevelAgreement.

ServiceLevelAgreement Object

Root Connection

Fields

Connections

Implements

Overview

Root Types

Object Types

Mutations

Enumerations