Service Levels represent time commitments you make to your customers as part of a service offering.  GoServicePro supports service levels such as phone, onsite, and repair.  When a case is entitled against a service offering that contains service levels the system will automatically set service level commitment due dates based on the creation time of the case, coverage hours and holiday groups of the service offering, and targets set on service levels.  Service level commitments are automatically fulfilled when field engineers log onsite and repair timestamps.  Service levels should be included in service offerings.