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!
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 > SLA
1. Go to your Control Panel > SLA
2. Click + Add to create a new SLA Scheme
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.
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)
Required (Label (Client), Label (Internal)
Label (Client):
Label (Internal): This label is visible in your SLA report and your table filters
Recommended (Onsite Interval, Onsite Unit, Performed Interval, Performed Unit)
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)
Optional (Limit to Clients, Limit to Client Groups, Exclude holidays, Business Hours Aware)
Limit to Clients: Restrict this SLA scheme to specific clients
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 calculating SLA times
Business Hours Aware: Tick this box if you would like to exclude times outside of your business hours. To setup your business hours, head to your Control Panel.
4. Click Create SLA
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)
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.
2. Under Scope of works, is the SLA dropdown. Select the SLA scheme that applies to this task.
3. Click Set advanced due times to review the Incident time, Due (on site) and Due (performed) dates.
3. Click Set advanced due times to review the Incident time, Due (on site) and Due (performed) dates.
These should auto-populate with the interval you set up in your SLA scheme.
4. Complete any other required fields and click Create. You will now see your SLA details on the task under the profitability table.
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?
Once a Task is in progress, the On Site date time will be set.
Once a Task is performed, the Performed date time will be set.
The On-site and Perform by SLA times will change colour to represent whether it was achieved within the SLA.
GREEN = On-site/performed date time is within the SLA
GREEN = On-site/performed date time is within the SLA
RED = On-site/performed date time is not within the SLA
RED = On-site/performed date time is not within the SLA
Viewing SLAs on the tasks lists
1. To view tasks with an SLA set, click Change columns > select "Change columns", then tick "(SLA) On site by" and "(SLA) Performed by".
1. To view tasks with an SLA set, click Change columns > select "Change columns", then tick "(SLA) On site by" and "(SLA) Performed by".
From there you can see the SLAs set against tasks.
From there you can see the SLAs set against tasks.
View tasks with SLAs on our Realtime SLA Dashboard
1. Go to Main Menu > Insights and Reporting
1. Go to Main Menu > Insights and Reporting
2. Select Realtime SLA Dashboard
2. Select Realtime SLA Dashboard
Recommended Actions
◀ Previous | Next ▶ |
|
|