SLA Policies
Define service level agreement templates
Create SLA policy templates to assign to contracts. Admin only.
Policy Fields
- Name - Policy name (e.g., "Premium SLA", "Standard SLA")
- Response Time - Maximum time to first response
- Resolution Time - Maximum time to complete (optional)
- Business Hours - Start and end time for SLA calculation
- Effective Days - Which days count toward SLA (e.g., Mon-Fri)
- Active - Enable/disable the policy
Creating a Policy
- Click Add Policy
- Enter name
- Set response time (hours and minutes)
- Set resolution time (optional)
- Configure business hours
- Select effective days
- Save
Example Policies
| Policy | Response | Resolution | Hours | Days |
|---|---|---|---|---|
| Premium 24/7 | 1 hour | 4 hours | 00:00-23:59 | Mon-Sun |
| Premium | 2 hours | 8 hours | 08:00-20:00 | Mon-Fri |
| Standard | 4 hours | 24 hours | 08:00-18:00 | Mon-Fri |
| Basic | 8 hours | 48 hours | 09:00-17:00 | Mon-Fri |
SLA Calculation
Timers only count during business hours on effective days.
Example: 4-hour response SLA
Policy: Business hours 09:00-17:00, Mon-Fri
Work order created: Friday 16:00
- Friday 16:00-17:00 = 1 hour
- Saturday-Sunday = 0 hours (not effective days)
- Monday 09:00-12:00 = 3 hours
- SLA deadline: Monday 12:00
Linking to Contracts
- Create or edit a contract
- Select SLA policy from dropdown
- All work orders under this contract use the SLA
Work orders without a contract use no SLA tracking.
SLA Status on Work Orders
Work orders show SLA status:
- Green - Within SLA
- Yellow - Approaching deadline
- Red - SLA breached
Breach Tracking
When SLA is breached:
- Work order marked as breached
- Visible in dashboard metrics
- Included in SLA compliance reports
- Affects technician performance score
Deleting Policies
Policies linked to contracts cannot be deleted:
- Remove from contracts first
- Or mark as inactive instead
Inactive policies:
- Cannot be assigned to new contracts
- Existing contracts continue using them