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How to Monitor SLA Compliance

Track your SLA health in real-time, identify work orders at risk of breaching, and get smart recommendations to maintain compliance.

Quick Summary

Go to Settings → SLA Configuration, then click the Compliance Overview tab to view real-time SLA health and metrics.

Before You Begin​

Requirements
  • SLA must be enabled for your organization
  • Work orders must have an SLA template applied
  • You need Admin or Owner permissions to access SLA Configuration

Accessing Compliance Overview​

  1. Go to Settings in the sidebar
  2. Click SLA Configuration
  3. Select the Compliance Overview tab
tip

If SLA tracking is disabled, you'll see a warning message. Enable SLA tracking in the header toggle first.

Real-Time SLA Health​

The Compliance Overview shows four key health indicators:

IndicatorColorMeaning
At Risk NowRedWork orders that will breach in < 2 hours
Approaching SLAYellowWork orders with < 50% time remaining
On TrackGreenWork orders meeting SLA targets
Breached TodayGrayWork orders already past deadline

Overall Health Status​

The overall health badge shows your organization's SLA status:

StatusCondition
HealthyFew or no at-risk items
Needs AttentionMore than 2 breached or 5 at-risk
CriticalMore than 5 breached or 10 at-risk

Work Orders at Risk​

This panel shows work orders closest to breaching SLA:

ColumnDescription
Time RemainingHow much time until SLA deadline
Work Order IDClick to open the work order
SubjectWork order description
LocationWhere the work is located
AssigneeWho is responsible
PriorityHigh, Medium, Low, or None

Taking Action​

Click Take Action on any work order to:

  • Open the work order details
  • Update status or reassign
  • Add notes or resolution

Click View All to see all at-risk work orders in the Work Orders list.

Smart Recommendations​

The Recommendations panel provides actionable insights:

RecommendationWhen It Appears
Assign technicians immediatelyCritical work orders are unassigned
Location bottleneck detectedOne location has multiple at-risk items
Consider overtime or night shiftHigh number of at-risk items late in day

Each recommendation shows:

  • Title: What action to take
  • Description: Why this is important
  • Impact: What you'll achieve by acting

Performance Patterns​

Response Time Distribution​

A histogram showing how quickly work orders receive their first response:

  • X-axis: Response time in minutes
  • Y-axis: Number of work orders
  • Helps identify if most work orders meet response SLA

Weekly SLA Performance​

A heatmap showing compliance patterns:

  • Rows: Hours of the day (0:00 - 23:00)
  • Columns: Days of the week (Mon - Sun)
  • Colors: Green (high compliance) to Red (low compliance)

This helps identify:

  • Peak problem hours
  • Days with lower performance
  • Patterns to address with staffing

Drill-Down Analysis​

Use the tabs to analyze SLA performance by different dimensions:

By Location​

See which locations have the best/worst SLA compliance. Click any location to drill down.

By Team​

Compare SLA performance across different teams. Identify teams that may need additional resources.

By Asset Type​

Analyze which types of assets have the most SLA issues. Useful for preventive maintenance planning.

Real-World Examples​

Example 1: Morning SLA Check​

Situation: Facilities manager starts the day and needs to see what requires immediate attention.

Solution:

  1. Go to Settings → SLA Configuration → Compliance Overview
  2. Check "At Risk Now" count
  3. Review work orders in the "Work Orders at Risk" panel
  4. Click Take Action on any critical items
  5. Review recommendations for staffing adjustments

Result: Quick visibility into urgent items that need attention today.

Example 2: Identify Location Problems​

Situation: One building seems to have more SLA issues than others. Need to investigate.

Solution:

  1. Go to Compliance Overview
  2. Click the By Location tab in Drill-Down Analysis
  3. Compare compliance rates across locations
  4. Click on the problem location to see details
  5. Check if staffing or travel time is the cause

Result: Data-driven identification of which locations need more resources or different SLA expectations.

Example 3: Weekly Performance Review​

Situation: Operations director wants to review the week's SLA performance in a team meeting.

Solution:

  1. Open Compliance Overview
  2. Review the four health indicators for current state
  3. Check the Weekly SLA Performance heatmap
  4. Note any patterns (e.g., Mondays are worse)
  5. Review recommendations for improvements
  6. Take screenshot for presentation

Result: Visual data to guide team discussion and process improvements.

Auto-Refresh​

The Compliance Overview automatically refreshes every 5 minutes to show current data. You don't need to manually refresh the page.

Troubleshooting​

No Data Showing​

IssueCauseSolution
All zerosSLA recently enabledWait for work orders to be processed
Blank chartsNo historical dataData appears after work orders are created
"SLA Disabled" warningSLA is turned offEnable SLA in the header toggle

Health Status Incorrect​

IssueCauseSolution
Shows healthy but have breachesWork orders not assigned SLAEnsure template is applied
At-risk count seems wrongBusiness hours calculationSLA uses business hours, not 24/7

Need help? Contact Infodeck Support

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