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How to Set Location SLA Overrides

Apply different SLA templates to specific locations when they have unique requirements that differ from your organization's default.

Quick Summary

Go to Settings → SLA Configuration → Location Overrides tab, find the location, click Configure, select a template, and save.

Before You Begin​

Requirements
  • Professional plan or higher required for location overrides
  • At least one SLA template must exist
  • You need Admin or Owner permissions
  • SLA tracking must be enabled

Why Use Location Overrides?​

Different locations may need different SLA targets:

ScenarioDefault SLAOverride Needed
Premium clientStandard 4hrPremium 1hr response
Data centerStandardCritical infrastructure 15min
Remote siteStandard 4hrExtended 8hr (travel time)
24/7 facilityBusiness hoursRound-the-clock

Step-by-Step: Set Location Override​

Step 1: Access Location Overrides​

  1. Go to Settings in the sidebar
  2. Click SLA Configuration
  3. Select the Location Overrides tab

Step 2: Find the Location​

Use the search box to find the location you want to configure, or scroll through the list.

The table shows: | Column | Description | |--------|-------------| | Location | Location name with image | | SLA Template | Current template (or "No Template Applied") | | Response Times | High and Medium priority response times | | Resolution Times | High and Medium priority resolution times | | Business Hours | Location's schedule (or "Organization Default") |

Step 3: Configure the Location​

  1. Find the location in the table
  2. Click Configure in the Actions column
  3. A modal opens showing the current template

Step 4: Select Override Template​

In the modal:

  1. Use the dropdown to select a template:
    • Use Organization Default — Removes the override
    • [Template Name] — Applies that specific template
  2. Preview the template's response and resolution times
  3. Click Save Changes

Step 5: Verify the Override​

The location now shows the new template in the SLA Template column with a colored tag.

Bulk Apply SLA Templates​

For Professional and Enterprise plans, you can apply a template to multiple locations at once:

Using Bulk Apply​

  1. Go to Location Overrides tab
  2. In the Bulk Apply SLA Template section:
    • Select a template from the dropdown
    • Select multiple locations using the location picker
  3. Click Apply to [X] Location(s)

All selected locations now use the chosen template.

Reset to Organization Default​

To remove an override and use the organization default:

Method 1: Via Configure​

  1. Click Configure on the location
  2. Select Use Organization Default from dropdown
  3. Click Save Changes

Method 2: Via Reset Button​

  1. Find the location in the table
  2. Click Reset in the Actions column
  3. Location now uses organization default

Real-World Examples​

Example 1: Premium Client Building​

Situation: You manage multiple buildings, but Building X houses a premium client paying for faster response times.

Solution:

  1. Ensure a "Premium Support" SLA template exists with faster times
  2. Go to Settings → SLA Configuration → Location Overrides
  3. Find Building X in the table
  4. Click Configure
  5. Select Premium Support template
  6. Click Save Changes

Result: Work orders at Building X have tighter SLAs than other buildings, meeting the premium contract terms.

Example 2: Data Center with Critical SLA​

Situation: Your organization has a data center that requires 15-minute response for any High priority issue.

Solution:

  1. Create a "Critical Infrastructure" template (if not exists):
    • High: 15min response, 2hr resolution
    • Medium: 30min response, 4hr resolution
  2. Go to Location Overrides tab
  3. Find the Data Center location
  4. Click Configure and select Critical Infrastructure
  5. Save

Result: Data center work orders have the strictest SLAs in your organization, matching uptime requirements.

Example 3: Remote Site with Extended Travel​

Situation: A remote facility is 2 hours from the nearest technician. Standard 1-hour response SLA is unrealistic.

Solution:

  1. Create a "Remote Site" template with extended times:
    • High: 4hr response, 12hr resolution
    • Medium: 8hr response, 24hr resolution
  2. Go to Location Overrides tab
  3. Find the Remote Facility
  4. Apply the Remote Site template
  5. Save

Result: SLAs account for travel time, setting realistic expectations for remote location service.

Example 4: Tenant-Specific SLA in Shared Building​

Situation: A multi-tenant building has different service agreements per tenant. Tenant A pays for premium, Tenant B has standard.

Solution:

  1. Set up sub-locations for each tenant:
    • Building 1 → Tenant A Suite
    • Building 1 → Tenant B Suite
  2. Go to Location Overrides tab
  3. Apply Premium Support to Tenant A Suite
  4. Leave Tenant B Suite on Organization Default
  5. Save both

Result: Work orders are tagged to the correct tenant location, automatically applying the right SLA.

Override Hierarchy​

SLA is determined by this priority:

1. Location Override (if set)
       ↓
2. Organization Default Template
       ↓
3. No SLA (if disabled)

Example​

LocationOverrideTemplate Used
Building APremium SupportPremium Support
Building B(none)Organization Default
Building CCritical InfrastructureCritical Infrastructure

Business Hours per Location​

Locations can also have their own business hours:

ConfigurationHow SLA Calculates
Location has business hoursUses location's hours
No location hours setUses organization hours
24/7 operationsShows as "24/7 Operations"

The Business Hours column shows:

  • Organization Default — Uses org-wide hours
  • 24/7 Operations — All days enabled
  • Custom Schedule — Shows days/week and time range

Troubleshooting​

Cannot See Location Overrides Tab​

CauseSolution
Plan doesn't supportUpgrade to Professional plan
Permission deniedContact admin for access
SLA disabledEnable SLA in the header toggle

Override Not Applying to Work Orders​

IssueCauseSolution
Old work orders use defaultOverride is forward-lookingOnly new work orders use the override
Wrong template showingCached dataRefresh the page
Template not in listTemplate inactiveCheck template exists in org settings

Cannot Save Override​

CauseSolution
No template selectedSelect a template or "Use Organization Default"
SLA disabledEnable SLA tracking first
Insufficient permissionsContact organization admin

Best Practices​

Template Naming​

GoodBad
"Premium - 1hr Response""Template 2"
"Remote Site - Extended""Slow SLA"
"Critical Infrastructure""Fast"

Review Schedule​

FrequencyAction
QuarterlyReview all overrides are still appropriate
Contract renewalUpdate SLA templates to match new terms
New locationDetermine if override needed

Common Override Patterns​

PatternUse Case
By service tierPremium vs Standard clients
By criticalityData center vs office
By geographyLocal vs remote sites
By tenantMulti-tenant buildings

Plan Requirements​

FeatureBasicProEnterprise
Location Overrides❌✅✅
Bulk Override❌✅✅

Need help? Contact Infodeck Support

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