Setting up SLAs allows you to set deadlines on a task. Once enabled, you can set the following deadlines:

Incident time will automatically populate as task created date (but you can edit it)
Due date and time for a technician to be on site
Due date and time for the task to be performed

Setup

You will need the SLA extension turned on. Please reach out to [email protected] if you need this enabled.

If you see this arrow, click to expand for more information!

We will add optional information and images under these arrows.

How to setup an SLA Scheme

1. Go to your Control Panel > SLAs

2. Click + Add to create a new SLA Scheme

3. Fill out Label (Client), Label (Internal) and any of the following fields to create your SLA.

Available fields on an SLA Scheme

Required (Label (Client), Label (Internal)

Label (Client): This label will be visible to your clients where applicable
Label (Internal): This label is visible in your internal SLA reports. tasks and Dashboards.
Either an Onsite, Performed or both SLA times must be set.

Recommended (Onsite Interval, Onsite Unit, Performed Interval, Performed Unit)

Onsite Interval: This is the amount of time (a number)
Onsite Unit: This is the frequency (Hours, Days, Months)
Performed Interval: This is the amount of time (a number)
Performed Unit: This is the frequency (Hours, Days, Months)

Optional (Limit to Clients, Limit to Client Groups, Exclude holidays, Business Hours Aware)

Limit to Clients: Restrict this SLA scheme to specific clients only - tasks with that client will see this SLA option.
Limit to Client Groups: Restrict this SLA Scheme to specific client groups
Exclude holidays: Tick this box if you would like to exclude public holidays based on task location when we calculate a task's SLA due dates.
Business Hours Aware: Tick this box if you would like to exclude times outside of your business hours when we calculate a task's SLA due dates. To setup your business hours, head to your Control Panel.

4. Click Create SLA

Setting up SLAs for the UK?
Check out the below schemes which you may want to setup in your workspace for the UK's National Security Inspectorate (NSI) and British Approvals for Fire Excellence (BAFE).

Scheme	SLA Target
Security Callout	8 Hours
Fire Callout	24 Hours

How to apply an SLA scheme to a task

1. Create a task (from the Task list or from a Property > Task tab)

2. Under Scope of works, is the SLA dropdown. Select the SLA scheme that applies to this task.

3. Optionally click Set advanced due times if you need to edit the Incident time, Due (on site) and Due (performed) dates. Otherwise, these will autopopulate with the task's created date and expected onsite and/or performed SLAs using that created date.

4. Complete any other required fields and click Create. You will now see your SLA details on the task under the profitability table.

What do the different colours mean?

When a Task is moved into any of your In Progress statuses, the On Site date time will be set.
When a Task is moved into any of your Performed statuses, the Performed date time will be set.

Once either of those above dates are set, the On-site and/or Performed SLA times will change colour to represent whether it was achieved within the SLA. If the task's SLA Scheme has both an Onsite and Performed SLAs, both will receive a colour.

GREEN = On-site and/or performed date time is within the SLA