For customers where task SLAs are either enforced by a governing body or by their client, setting up SLAs on appropriate tasks is crucial for making sure you don't breach those contracts.

Once enabled, you can set up SLAs to meet the following deadlines:

Due date/time for a technician to be on site
Due date/time for the visit to be complete

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

2. Under Scope of works, you'll now see a SLA field. Select the SLA scheme that should apply to this task.

3. Optionally click Set advanced due times if you need to edit the time this task was reported to you (Incident time), the Due (on site) and/or 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 fields you normally populate on this page and click Create when done. 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