You can set up your various SLAs (service level agreements) through the 'Contracts' section of your system settings. From this page, you can add and edit the SLA names and descriptions. Once created, click 'Configure' in order to edit the specifics of the SLA.
You can set up your segmentation from here too, using the plus icon will bring up a side panel allowing you to choose from a dropdown of segmentation options:
This level of segmentation allows you to differentiate based on various job descriptions so you can decide on specific SLAs to associate with your chosen job descriptions.
You can add more than one level of segmentation to any of your SLAs if need be. This can help you refine your settings and make them more specific.
Similar to the job descriptions, this allows you to set up SLAs based around job priorities. Meaning you can have different SLAs for jobs that are urgent for example, as opposed to less time-sensitive jobs.
This is another level of segmentation you can use for your SLAs. You can easily add additional invoice categories (or remove redundant ones) by going to your system settings, scrolling down to the invoice section and clicking 'Invoice categories' to make your amendments.
Similar to the 'Invoice category' option, you can add, edit or remove user groups through your system settings. Scroll down to the 'Users' section and click 'User groups'. From here you can add any more that you may need.
Once you've got your segmentation set up to your satisfaction, ensure you click 'Save' in the bottom-right of the screen.
This will allow you to enter the parameters of each level of segmentation:
This is also where you can set up the specifics of the breach. Name the breach first and then you can define the time until it occurs as well as who you wish to send a notification to concerning it (necessary fields are marked with an asterisk).
Along the left-hand side of the page you can set these breaches and notifications up to come into effect in various scenarios:
Job creation to first diary event:
The time between when the job is initially created and when a diary event is entered.
Job creation to engineer actual arrive time:
The time between the job having been created and an engineer arriving at the site at which works are due to take place.
Job creation to job completion:
The time from which the job is created 'til the engineer marks it as completed and closed.
Actual complete date/time vs Job required complete date/time:
The time at which the job is actually completed compared to the time in which it is required to have been completed.
Ensure you hit 'Save' in the bottom right of the screen after you have set each screen up.
Connecting your SLAs to your contracts
When you're setting up a contract, you can easily choose the SLA you would like to attach to it from the 'Basic details' section from the dropdown menu. Ensure you have any SLAs that you may need already saved before setting up the contract itself.
Attaching an SLA to a customer:
In order to attach an SLA to one of your customers, first, open their profile page (either search for it or simply grab it from your customers list). Click into 'Quick links':
Click the 'Add/edit SLA' option from the 'Associate SLA' section. This will open a side panel from which you can choose the SLA you'd like to apply. If it is not available from the dropdown search, simply go to your SLAs and check that it has been saved correctly or add it there if need be.
Once you've selected the correct SLA, hit 'Save' in the bottom right in order to attach it to your customer. You can check that it has been successfully applied by going back to your customer's profile. In the 'Customer details' section, you should be able to see which (if any) SLA's are active on that customer's profile: