SLA & Compliance
Set response and resolution time targets for work orders, track compliance metrics, and receive alerts before SLA breaches occur.
What You Can Do
SLA Templates
Define response and resolution times by priority level.
Track Metrics
Monitor compliance rates and identify improvement areas.
Breach Alerts
Get notified before and when SLAs are breached.
Location Overrides
Set custom SLA rules for specific locations.
How SLA Works
📋 Work Order Created
↓
⏱️ SLA Timer Starts (based on priority)
↓
🔔 Warning Alert (approaching deadline)
↓
✅ Responded/Resolved → SLA Met
or
❌ Deadline Passed → SLA Breached
SLA Components
Response Time
Time to first meaningful action on a work order:
| Priority | Typical Target | Example |
|---|---|---|
| High | 1 hour | Critical system down |
| Medium | 4 hours | Important but not urgent |
| Low | 8 hours | Routine maintenance |
| None | No SLA | Administrative tasks |
Resolution Time
Time to complete the work order:
| Priority | Typical Target | Example |
|---|---|---|
| High | 8 hours | Restore critical system |
| Medium | 24 hours | Fix important issue |
| Low | 48 hours | Complete routine task |
| None | No SLA | No deadline |
SLA Calculation
SLA timers respect business hours:
| Factor | Impact |
|---|---|
| Business Hours | Timer pauses outside working hours |
| Timezone | Uses organization timezone |
| Holidays | Can be configured to pause |
| Location Override | Specific locations can have different rules |
Getting Started
- Enable SLA — Turn on SLA tracking for your organization
- Create templates — Define times by priority
- Set defaults — Apply template to all work orders
- Configure alerts — Get notified before breaches
- Track metrics — Monitor compliance performance
SLA Dashboard
The SLA dashboard shows:
| Metric | Description |
|---|---|
| Response Compliance | % of work orders responded on time |
| Resolution Compliance | % of work orders resolved on time |
| Overdue Count | Current breached work orders |
| By Priority | Breakdown by High/Medium/Low |
| Trends | Performance over time |
Key Metrics
| Metric | Formula | Target |
|---|---|---|
| Response Rate | On-time responses ÷ Total | >95% |
| Resolution Rate | On-time resolutions ÷ Total | >90% |
| First-Time Fix | Fixed without follow-up ÷ Total | >80% |
| MTTR | Sum of resolution times ÷ Count | Varies |
Plan Features
| Feature | Basic | Pro | Enterprise |
|---|---|---|---|
| SLA Templates | 1 | 5 | Unlimited |
| Location Overrides | ❌ | ✅ | ✅ |
| Real-time Alerts | ❌ | ✅ | ✅ |
| SLA Analytics | Basic | Full | Advanced |
| Business Hours | ✅ | ✅ | ✅ |
Quick Reference
SLA Statuses
| Status | Icon | Meaning |
|---|---|---|
| On Track | 🟢 | Within SLA timeframe |
| At Risk | 🟡 | Approaching deadline |
| Breached | 🔴 | Past deadline |
| N/A | ⚪ | No SLA applies |
Priority Impact
| Priority | Response | Resolution | Alert Urgency |
|---|---|---|---|
| High | Shortest | Shortest | Immediate |
| Medium | Moderate | Moderate | Standard |
| Low | Longest | Longest | Low |
| None | No SLA | No SLA | None |
Need help? Contact Infodeck Support
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