Service Offerings API

List service offerings

List all service offerings for an account:

GET /service_offerings

Response

Status: 200 OK
[
  {
    "name": "Bronze Conference Room",
    "created_at": "2016-03-14T03:10:41-06:00",
    "sourceID": null,
    "updated_at": "2016-03-14T03:10:41-06:00",
    "service": {
      "name": "Conference Room",
      "id": 10,
      "provider": {
        "name": "Widget Data Center, Internal IT",
        "id": 32
      }
    },
    "id": 20,
    "status": "available"
  },
  {
    "name": "Bronze Local Printing",
    "created_at": "2016-03-14T03:10:41-06:00",
    "sourceID": null,
    "updated_at": "2016-03-14T03:10:41-06:00",
    "service": {
      "name": "Local Printing",
      "id": 17,
      "provider": {
        "name": "Widget Data Center, Internal IT",
        "id": 32
      }
    },
    "id": 21,
    "status": "available"
  },
  "..."
]

The response contains these fields by default. Filtering and pagination are available to reduce/limit the collection of service offerings.

States

The following states are available:

Collection Fields

By default the following fields will appear in collections of service offerings:

id sourceID name status service created_at updated_at

Obtain a different set of fields using the ?fields= parameter.

Sorting

By default a collection of service offerings is sorted ascending by name.

The following fields are accepted by the ?sort= parameter:

id sourceID name status service created_at updated_at

Get a single service offering

GET /service_offerings/:id

Response

Status: 200 OK
{
  "response_target_high": 25,
  "prerequisites": "In order for the customer organization to benefit from the projection capabilities in the conference rooms, the following requirement needs to be met by the customer organization:\n- A workstation compliant with the Widget Hardware Standards & Guidelines for each user of the projector.\nThe Widget Data Center service provider organization cannot be held accountable for violations of the service level targets caused by the failure of the customer organization to meet this requirement.",
  "name": "Bronze Conference Room",
  "support_hours_medium": {
    "name": "Monday through Friday, 7:00am until 5:00pm",
    "id": 34
  },
  "created_at": "2016-03-14T03:10:41-06:00",
  "support_hours_low": {
    "name": "Monday through Friday, 7:00am until 5:00pm",
    "id": 34
  },
  "sourceID": null,
  "updated_at": "2016-03-14T03:10:41-06:00",
  "support_hours_top": {
    "name": "Monday through Friday, 7:00am until 5:00pm",
    "id": 34
  },
  "service": {
    "name": "Conference Room",
    "id": 10,
    "provider": {
      "name": "Widget Data Center, Internal IT",
      "id": 32
    }
  },
  "review_frequency": "yearly",
  "resolution_target_low": 240,
  "maximum_risk_of_data_loss": "Data Is Not Backed Up",
  "support_hours_high": {
    "name": "Monday through Friday, 7:00am until 5:00pm",
    "id": 34
  },
  "resolution_target_top": 60,
  "restore_duration": "Data Is Not Backed Up",
  "limitations": "The service provider can be held accountable for the service level targets up to the following capacity limit:\n- 1 projector per meeting room,\n- 1 Polycom teleconferencing station.",
  "id": 20,
  "availability": 99.0,
  "termination": "Any service level agreement based on this service offering remains into effect until either the customer or the service provider organization terminates it, taking into account a twelve-month termination period.\nCustomer organizations may also terminate their service level agreements based on this service offering on the date that a charge change announced by the service provider organization becomes effective, taking into account a one-month termination period.",
  "responses_within_target": 80,
  "resolutions_within_target": 80,
  "offline_backup_schedule": "Data Is Not Backed Up",
  "response_target_medium": 25,
  "resolution_target_medium": 120,
  "performance": "The time it takes for a projector to be warmed-up is not to take longer than 2 minutes.",
  "penalties": "During each SLA review meeting, special attention will be paid to service level targets (SLTs) that were violated during the past SLA evaluation term. For each SLT that was violated, the service level manager will present the actions that Widget Data Center's Internal IT department has taken, or will take, to ensure that the SLT will not be violated again.",
  "charges": "$7,400.00 per conference room per annum.\n\nCustomers are notified of any charge adjustments at least 6 months before the new charges become effective.",
  "time_zone": "Central Time (US & Canada)",
  "summary": "The bronze level of service for the Conference Room service offers an availability target of 99.0% during service hours from Monday through Friday from 7:00am until 5:00pm (CST), which is roughly equal to a maximum outage duration of 2 hours and 10 minutes per month. The resolution target of a service outage (i.e. an incident that prevents multiple users from using the service) is 1 support hour. Service degradations that affect multiple users have a resolution target of 2 support hours. At least 80% of the incidents covered by an SLA of this offering are to be resolved within the resolution target. In case of a disaster, the service will not be made available again from a continuity site. Customers with an active SLA based on this offering are charged $7,400.00 per conference room, per annum.",
  "response_target_low": 30,
  "report_frequency": "monthly",
  "reliability": 4,
  "status": "available",
  "source": null,
  "service_hours": {
    "name": "Monday through Friday, 7:00am until 5:00pm",
    "id": 34
  },
  "response_target_top": 20,
  "resolution_target_high": 120,
  "continuity": "Service will not be recovered at a continuity site."
}

The response contains these fields.

Create a service offering

POST /service_offerings

When creating a new service offering these fields are available.

Response

Status: 201 Created
{
  "availability": "...",
  "...": "..."
}

The response contains all fields of the created service offering and is similar to the response in Get a single service offering

Update a service offering

PATCH /service_offerings/:id

When updating a service offering these fields are available.

Response

Status: 200 OK
{
  "availability": "...",
  "...": "..."
}

The response contains all fields of the updated service offering and is similar to the response in Get a single service offering

Fields

availability
Optional float — The Availability field is used to specify the duration, expressed as percentage of the total number of service hours, during which the service is to be available to customers with an active SLA that is based on the service offering.
charges
Optional text (max 64KB) — The Charges field is used to describe the amount that the service provider will charge the customer for the delivery of the service per charge driver, per charge term.
continuity
Optional text (max 64KB) — The Continuity field is used to specify the continuity target for the service offering.
created_at
Readonly datetime — The date and time at which the service offering was created.
id
Readonly integer — The unique ID of the service offering.
limitations
Optional text (max 64KB) — The Limitations field is used to specify the limitations that apply to the service level agreements that are based on the service offering.
maximum_risk_of_data_loss
Optional text (max 64KB) — The Maximum risk of data loss field is used to enter the maximum number of hours of data loss that customers could experience if the most recent backup needs to be restored.
name
Required string (max 80) — The Name field is used to enter the name of the service offering using the following syntax:
offline_backup_schedule
Optional text (max 64KB) — The Offline backup schedule field is used to specify on which days and during which periods the offline backup is performed.
penalties
Optional text (max 64KB) — The Penalties field is used to specify what the penalties will be for the service provider organization if a service level target has been violated.
performance
Optional text (max 64KB) — The Performance field is used to describe the transaction(s) and the maximum time these transaction(s) can take to complete.
prerequisites
Optional text (max 64KB) — The Prerequisites field is used to specify which requirements need to be met by the customer in order for the customer to be able to benefit from the service. The service provider cannot be held accountable for violations of the service level targets caused by a failure of the customer to meet one or more of these prerequisites.
reliability
Optional integer — The Reliability field is used to specify the maximum number of times per month that the service may become unavailable to customers with an active SLA that is based on the service offering.
report_frequency
Optional enum, default: no_commitment — The Report frequency field is used to specify how often the representative of a customer of an active SLA that is based on the service offering will receive a report comparing the service level targets specified in the service offering with the actual level of service provided. Valid values are:
  • daily: Daily
  • weekly: Weekly
  • once_every_2_weeks: Once Every 2 Weeks
  • monthly: Monthly
  • once_every_2_months: Once Every 2 Months
  • quarterly: Quarterly
  • once_every_6_months: Once Every 6 Months
  • yearly: Yearly
  • once_every_2_years: Once Every 2 Years
  • no_commitment: No Commitment
resolution_target_high
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the impact value “High – Service Degraded for Several Users” is to be resolved when it affects an active SLA that is based on the service offering.
resolution_target_low
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the impact value “Low – Service Degraded for One User” is to be resolved when it affects an active SLA that is based on the service offering.
resolution_target_medium
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the impact value “Medium – Service Down for One User” is to be resolved when it affects an active SLA that is based on the service offering.
resolution_target_rfc
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the category “RFC – Request for Change” is to be resolved when it affects an active SLA that is based on the service offering.
resolution_target_rfi
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the category “RFI – Request for Information” is to be resolved when it affects an active SLA that is based on the service offering.
resolution_target_top
Optional integer — This Resolution target field is used to enter the number of hours and minutes within which a request with the impact value “Top – Service Down for Several Users” is to be resolved when it affects an active SLA that is based on the service offering.
resolutions_within_target
Optional integer — The Resolutions within target field is used to enter the minimum percentage of incidents that is to be resolved before their resolution target.
response_target_high
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the impact “High – Service Degraded for Several Users” when it affects an active SLA that is based on the service offering.
response_target_low
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the impact “Low – Service Degraded for One User” when it affects an active SLA that is based on the service offering.
response_target_medium
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the impact “Medium – Service Down for One User” when it affects an active SLA that is based on the service offering.
response_target_rfc
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the category “RFC – Request for Change” when it affects an active SLA that is based on the service offering.
response_target_rfi
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the category “RFI – Request for Information” when it affects an active SLA that is based on the service offering.
response_target_top
Optional integer — This Response target field is used to enter the number of hours and minutes within which a response needs to have been provided for a request with the impact “Top – Service Down for Several Users” when it affects an active SLA that is based on the service offering.
responses_within_target
Optional integer — The Responses within target field is used to enter the minimum percentage of incidents that is to be responded to before their response target.
restore_duration
Optional text (max 64KB) — The Restore duration field is used to enter the number of hours within which a restore is to be completed after having received the request or approval for a restore from the customer.
review_frequency
Optional enum, default: no_commitment — The Review frequency field is used to specify how often an active SLA that is based on the service offering will be reviewed with the representative of its customer. Valid values are:
  • daily: Daily
  • weekly: Weekly
  • once_every_2_weeks: Once Every 2 Weeks
  • monthly: Monthly
  • once_every_2_months: Once Every 2 Months
  • quarterly: Quarterly
  • once_every_6_months: Once Every 6 Months
  • yearly: Yearly
  • once_every_2_years: Once Every 2 Years
  • no_commitment: No Commitment
service
Required reference to Service — The Service field is used to select the Service for which the service offering is being prepared.
service_hours
Optional reference to Calendar — The Service hours field is used to select a Calendar that defines the hours during which the service is supposed to be available.
source
Optional string (max 30) - See source
sourceID
Optional string (max 128) - See source
status
Optional enum, default: planned — The Status field is used to select the current status of the service offering. Valid values are:
  • planned: Planned
  • unpublished: Unpublished
  • available: Available
  • temporarily_unavailable: Temporarily Unavailable
  • discontinued: Discontinued
summary
Optional text (max 64KB) — The Summary field is used to enter a high-level description of the differentiators between this service offering and other service offerings that have already been, or could be, prepared for the same service.
support_hours_high
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the impact “High – Service Degraded for Several Users” when it affects an active SLA that is based on the service offering.
support_hours_low
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the impact “Low – Service Degraded for One User” when it affects an active SLA that is based on the service offering.
support_hours_medium
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the impact “Medium – Service Down for One User” when it affects an active SLA that is based on the service offering.
support_hours_rfc
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the category “RFC – Request for Change” when it affects an active SLA that is based on the service offering.
support_hours_rfi
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the category “RFI – Request for Information” when it affects an active SLA that is based on the service offering.
support_hours_top
Optional reference to Calendar — This Support hours field is used to select a calendar that defines the support hours for a request with the impact “Top – Service Down for Several Users” when it affects an active SLA that is based on the service offering.
termination
Optional text (max 64KB) — The Termination field is used to describe the length of notice required for changing or terminating the service level agreement.
time_zone
Optional enum — The Time zone field is used to select the time zone that applies to the selected service hours.
updated_at
Readonly datetime — The date and time of the last update of the service offering. If the service offering has no updates it contains the created_at value.