SLA Levels
Service-Level Agreements (SLAs) define the expected response and resolution times for work orders based on their priority. Configuring SLA levels helps your team prioritise work and maintain service standards.
How SLA Levels Work
Each SLA level is tied to a work order priority. When a work order is created with a given priority, the system calculates the Response By and Resolution By deadlines based on the SLA configuration. These deadlines are displayed on the work order and in the work order list.
Example SLA Configuration
| Priority | Response Time | Resolution Time |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Medium | 8 hours | 3 days |
| Low | 24 hours | 7 days |
Configuring SLA Levels
- Go to SLA Levels under Settings in the sidebar.
- Click Create SLA Level to add a new configuration.
- Select the Priority, then set the Response Time and Resolution Time in hours.
- Toggle the SLA level active or inactive as needed.
SLA levels are site-specific. Your facilities manager can adjust them to match your service requirements.
SLA Alerts
Work orders approaching or exceeding their SLA deadlines are highlighted in the work order list and on the dashboard. This helps you quickly identify tasks that need urgent attention.
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