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How to Configure SLA Templates

Create SLA templates that define response and resolution time targets for each priority level.

Quick Summary

Go to SLA & Compliance in the sidebar, enable SLA Tracking, choose a template or create custom, then click Apply.

Before You Begin​

Requirements
  • You need Organization Admin access to configure SLA settings
  • Custom templates require Basic plan or higher
  • Business hours configuration requires Basic plan or higher

Accessing SLA Configuration​

  1. From the left sidebar, click SLA & Compliance
  2. You'll see three tabs:
    • Organization SLA Settings — Choose and configure templates
    • Location Overrides — Set custom SLA for specific locations
    • Compliance Overview — View SLA performance metrics

Step-by-Step: Enable SLA Tracking​

Step 1: Open SLA Configuration​

  1. Click SLA & Compliance in the sidebar
  2. View the Organization SLA Settings tab

Step 2: Enable SLA Tracking​

  1. Find the SLA Tracking toggle in the top-right corner
  2. Turn it ON
  3. SLA tracking activates for new work orders
caution

When SLA Tracking is disabled, all configuration options are grayed out. Enable it to configure templates and business hours.

Built-In Templates​

Infodeck provides three default templates:

TemplateResponse TimesResolution TimesBest For
Facility Basic1-8 hours4-48 hoursGeneral maintenance
Enterprise30min-4 hours4-24 hoursEnterprise operations
Critical Care15-60 minutes2-8 hoursHealthcare, data centers

Each template shows response and resolution times for all four priority levels: High, Medium, Low, and None.

Applying a Template​

Step 1: Select a Template​

  1. On the Organization SLA Settings tab
  2. Click on a template card to select it
  3. Selected template shows a blue border

Step 2: Apply the Template​

  1. Click the Apply button on the selected template
  2. The template becomes the organization default
  3. An "Org Default" badge appears on the applied template
tip

Once applied, all new work orders will use this template's SLA times based on their priority level.

Creating a Custom Template​

Step 1: Start Creating​

  1. On the Organization SLA Settings tab
  2. Click the Design Your SLA card
  3. Click + Start Building

Step 2: Enter Template Details​

FieldRequiredDescription
Template NameYesName your template (e.g., "Healthcare Facility SLA")
DescriptionYesWhen to use this template

Step 3: Configure Priority Times​

For each priority level, set response and resolution times:

PriorityWhat it means
HighCritical - Business operations stopped
MediumMajor degradation of services
LowMinor impact on operations
NoneNo immediate impact

For each priority, configure:

  • Response Time — Enter a number and select unit (Minutes, Hours, or Days)
  • Resolution Time — Enter a number and select unit (Minutes, Hours, or Days)

Step 4: Create Template​

  1. Click Create Template
  2. Your custom template appears in the template list
  3. Click Apply to use it as your organization default

Real-World Examples​

Example 1: Standard Support SLA​

Situation: A facilities management company needs a standard SLA for all routine maintenance work.

Solution:

  1. Go to SLA Configuration
  2. Click Design Your SLA → + Start Building
  3. Enter:
    • Name: Standard Support
    • Description: "Default SLA for routine maintenance"
  4. Configure times: | Priority | Response | Resolution | |----------|----------|------------| | High | 1 hour | 8 hours | | Medium | 4 hours | 24 hours | | Low | 8 hours | 48 hours | | None | 24 hours | 7 days |
  5. Create and Apply

Result: All work orders automatically have SLA deadlines based on their priority.

Example 2: Premium Client SLA​

Situation: A property management company has premium clients who pay for faster response times.

Solution:

  1. Create custom template:
    • Name: Premium Support
    • Description: "Faster SLA for premium contract clients"
  2. Configure aggressive times: | Priority | Response | Resolution | |----------|----------|------------| | High | 30 minutes | 4 hours | | Medium | 1 hour | 8 hours | | Low | 2 hours | 24 hours |
  3. Create but don't apply as default
  4. Use Location Overrides to apply to premium client locations

Result: Premium client locations have tighter SLAs while others use the standard template.

Example 3: Data Center SLA​

Situation: Data centers require extremely fast response for any issues affecting operations.

Solution:

  1. Create custom template:
    • Name: Critical Infrastructure
    • Description: "24/7 data center support requirements"
  2. Configure times: | Priority | Response | Resolution | |----------|----------|------------| | High | 15 minutes | 2 hours | | Medium | 30 minutes | 4 hours | | Low | 1 hour | 8 hours |
  3. Apply to data center locations via Location Overrides

Result: Data center work orders have strict SLAs matching operational requirements.

Business Hours Configuration​

SLA times can be calculated using business hours (pausing outside work hours) or 24/7 calendar time.

Configure Business Hours​

  1. On the Organization SLA Settings tab
  2. Find the Business Hours section
  3. Set Operating Hours: Start and End times
  4. Select Business Days: Check the days your team works
  5. Click Save Business Hours

Quick Apply Standard Schedule​

Click Apply Standard Schedule (9-5) to set:

  • Hours: 9:00 AM to 5:00 PM
  • Days: Monday through Friday
Weekly Coverage

The card shows your total weekly coverage hours based on your configured business hours and days.

Managing Templates​

Edit Custom Template​

  1. Find your custom template (marked with "Custom" badge)
  2. Click the three-dots menu (⋮)
  3. Select Edit
  4. Modify times and save
caution

You cannot edit a template that is currently applied as the organization default. Apply a different template first.

Delete Custom Template​

  1. Click the three-dots menu (⋮) on a custom template
  2. Select Delete
  3. Confirm deletion
danger

You cannot delete a template that is currently applied as the organization default. You also cannot delete the built-in default templates.

Template Recommendations​

By Industry​

IndustryHighMediumLow
Healthcare30min / 2hr2hr / 8hr4hr / 24hr
Manufacturing15min / 4hr1hr / 8hr4hr / 48hr
Commercial Property1hr / 8hr4hr / 24hr8hr / 48hr
Retail2hr / 8hr4hr / 24hr8hr / 72hr

Format: Response Time / Resolution Time

Priority Guidelines​

PriorityUse When
HighSafety issues, system down, production stopped
MediumSignificant impact, workaround exists
LowMinor inconvenience, can wait
NoneAdministrative, no urgency

Troubleshooting​

SLA Not Applied to Work Orders​

IssueCauseSolution
No deadline shownSLA Tracking disabledEnable toggle in header
Wrong deadlineWrong template appliedCheck Location Overrides
No times for priorityAll zeros setConfigure proper times

Cannot Create Custom Template​

IssueCauseSolution
Button disabledSLA Tracking offEnable SLA Tracking first
"Upgrade" shownLite planUpgrade to Basic or higher
No permissionNot adminContact your organization admin

Cannot Edit/Delete Template​

IssueCauseSolution
Options grayed outTemplate is appliedApply different template first
No menu shownBuilt-in templateBuilt-in templates cannot be edited

Plan Features​

FeatureLiteBasicProEnterprise
Built-in templates✅✅✅✅
Custom templates❌✅✅✅
Business hours❌✅✅✅
Location overrides❌✅✅✅

Need help? Contact Infodeck Support

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