A Service Level Agreement (SLA) defines the service standard for a contract, formalizing the expectations and commitments offered. SLA templates outline specific metrics, standards, and responsibilities related to service delivery. Customizing these templates ensures consistent service delivery, tracks performance against agreed-upon metrics, and improves customer satisfaction by setting clear expectations.
View Setting
➡️ Go to Profile Icon > Settings > Contracts > SLA Templates.
Add SLA Template
➡️ Go to Add New SLA Template.
- Enter the SLA Name and SLA Description.
- Click Save.
Once a template has been created, new options will be displayed under Actions.
Edit SLA Template
➡️ Go to Edit > Make desired changes > Save.
Delete SLA Template
If an SLA template is no longer required, it can be deleted if it is not currently assigned to a contract template.
➡️ Go to Delete > Type "Delete" > Delete.
Note: SLA templates can be unassigned from a contract template in Step 4.1 SLA.
Configure SLA Template
With your new template created, you can now configure it by selecting Configure. You will see a list of options on the left side of the screen.
SLA Timers
- Job Creation to First Diary Event: Time between the job being added and the first diary event.
- Job Creation to Engineer Actual Arrival Time: Time between the job being added and the user updating the diary event to "arrive."
- Job Creation to Job Completion: Time between the job being added and marked as complete.
- Actual Completion Time vs Required Completion Time: Comparison between the time the job was marked as complete and the time it was originally required to be completed.
Business Hours
Setting business hours ensures SLA response and resolution times are based on actual working hours, excluding weekends and holidays.
➡️ Enable Business Hours > Yes/No.
- Check the boxes for the days to apply timers to.
- Select the hours to apply the SLA timer for those days.
Note: Days not checked will not be included in the timer. Ensure the hours agreed upon in the contract terms are set accurately.
Segmentation
Each timer can be segmented, providing more detailed requirements for the SLA based on customer needs. Two levels of segmentation are available.
Example:
- Primary Segmentation: Job Description = "Emergency Breakdown."
- Secondary Segmentation: Job Priority = "Urgent."
If you don't need segmentation, select Continue Without Segments to apply the SLA under all conditions.
➡️ Add Segmentations and choose one of the following for Primary and Secondary Segmentation:
- Job Description
- Job Priority
- Business Unit
- User Group
Breach Information
Set breach details to notify staff when a breach is approaching or has occurred. Notifications can be sent based on user roles in Commusoft or via email.
➡️ Enter Breach Name > Set breach time (days, hours, minutes) > Select user roles to be notified > Select user roles to receive an email > Choose the email template.
Optional: You can also set up a Notification of Potential Breach to stay on top of SLA jobs and avoid costly breaches.
➡️ Enter Notification Name > Set notification time (days, hours, minutes) > Select user roles to be notified > Select user roles to receive an email > Choose the email template.
Important: Ensure you click Save in the bottom right corner before navigating away from the screen to save your changes.
Link to a Contract template
With your SLA template setup complete, you can configure it in a contract template.