Contracts & SLAs
Manage service contracts and track SLA compliance
Contracts & SLAs
Define service level agreements and track compliance automatically.
Service Contracts
Create contracts with customers:
- Contract number for reference
- Start/end dates
- Covered devices and locations
- SLA policy for response times
SLA Policies
Define response time requirements:
- Response time - How quickly you must acknowledge
- Resolution time - How quickly work must be completed
- Business hours - When SLA clock runs
- Holiday calendar - Excluded days
Example SLA Tiers
| Tier | Response | Resolution |
|---|---|---|
| Premium 24/7 | 1 hour | 4 hours |
| Standard | 4 hours | 8 hours |
| Basic | 8 hours | 24 hours |
SLA policies are assigned to contracts, not individual work orders. Work order priority (P1/P2/P3) affects scheduling, not SLA terms.
SLA Tracking
When a work order is linked to a contract:
- SLA timer starts automatically
- Progress tracked against targets
- Warnings before breach
- Breach recorded if exceeded
SLA Pause
Sometimes the SLA clock should pause:
- Waiting for customer response
- Parts on backorder
- Access issues at site
Dispatchers can pause SLA with a reason, and resume when ready.
SLA Reports
Track SLA performance:
- Compliance rate - % of work orders meeting SLA
- Average response time
- Breach analysis - Why SLAs were missed