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What is the SLA?

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The Service Level Agreement (SLA) describes the part of the contractual agreement that contains defined business hours and the service delivery deadline.

What are SLA Profiles in the context of Fieldcode?

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SLA Profiles are configured within the Admin Panel and are then utilized within the Work Place.

Which steps are required to benefit from SLA Profiles?

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To fully benefit from self-configured SLA Profiles you first have to define the values inside Value Sets, configure the business hours and availabilities inside the SLA Profile section, include the SLA field inside Custom forms, and finally decide in which parts of the system SLA Profiles should be considered.
Let’s have a look at the order again:

  1.  Define which business hour values should be selectable by users by configuring SLA Value Sets for the SLA section.
  2. Configure one or more different SLA Profiles, which ideally refer to your created Value Sets.
    For each value set you can decide to which project it should be applicable.
    Tip: Use the same naming convention across both areas.
  3. For each SLA Profile define the operational business hours and if bank holidays should be considered.
  4. Users inside Work Place only can benefit from SLA Profiles if they have been made selectable inside the Work Place.
    This is achieved by adding the field “SLA” (inside the delivery category) to your custom form.

SLA Profile consideration inside the Work Place

If the SLA field is not configured in Work Place, it will not be considered because there is no interplay that actually triggers the use of SLA profiles.

Where to make use of SLA Profiles?

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SLA Profiles can assist you (if configured correctly) with the following system parts:

  1. SLA Profiles will be utilized for smart date suggestions inside the Customer Portal recommending only dates previously defined inside the SLA Profile.
    This feature has to be enabled first inside the Customer Portal settings.
  2. SLA Profiles will be utilized for smart date and engineer recommendations inside the Scheduling Assistant.
  3. SLA Profiles will be utilized on the Dispatch Group level and Optimization level.
    This feature has to be enabled first inside the Optimization Profile settings.
  4. SLA Profiles will be utilized inside the Ticket Clipboard, in particular when using the “Enduser not reached” option.
    This feature has to be enabled first inside the Project settings.
  5. SLA Profiles will be utilized inside the Condition calculations.
    Profiles will be considered automatically for calculations if activated inside Conditions.
    How will they be considered for Condition calculations? 
    The *cut-on and cut-off times from the SLA Profile will be used as a base for calculations if an SLA Profile is activated.
    If no SLA Profile is activated 24/7 time scheme will be used as a base for calculations if no SLA Profile is activated.
What is the cut-on and cut-off time?

The cut-on is the start (From field) time and the cut-off is the end (To field) time. Only the time between these two points is the relevant base for calculations.

Where is the SLA displayed?

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The SLA should be visible inside the following system parts:

  1. Work Place -> Ticket Details
  2. FMA -> Ticket Details
  3. On moving a ticket to the Ticket Clipboard, it is displayed how long the ticket is moved to the Ticket Clipboard (in case it is based on SLA).

Calculation examples

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For the below calculations examples we will assume the following use case

If the SLA Profile is active, the SLA Profile Settings will apply:
SLA Deadline: 1 Business day (1BD)
Operational hours: Monday to Friday from 07:00 to 15:00. Consider bank  holidays toggle is switched on. Weekends are de-selected.
If no SLA Profile is active, the Default Settings will apply:
The 24 hours a day, 7 days a week scheme is the calculation basis if no SLA Profile applies.

SLA Profile enabled for Customer Portal

The customer tries to schedule an appointment. Typically, the customer is presented with the following booking availabilities:
Monday to Friday is displayed as bookable. Bank holidays are unbookable. Weekends are unbookable.

SLA Profile disabled for Customer Portal

The customer tries to schedule an appointment. Typically, the customer is presented with the following booking availabilities:
Monday to Friday is displayed as bookable. Bank holidays are bookable. Weekends are unbookable.

SLA Profile enabled for Scheduling Assistant

The dispatcher tries to schedule an appointment. Typically, the dispatcher is presented with the following booking availabilities:
Monday to Friday from 7:00 to 15:00 is displayed as bookable. Bank holidays are unbookable. Weekends are unbookable.
Engineer availability is displayed for Monday to Friday from 07:00 to 15:00 with unbookable bank holidays and unbookable weekends.

SLA Profile disabled for Scheduling Assistant

The dispatcher tries to schedule an appointment. Typically, the dispatcher is presented with the following booking availabilities:
Monday to Friday 00:00 to 24:00. Bank holidays are bookable. Weekends are unbookable.

SLA Profile enabled for Ticket Clipboard

The dispatcher moves the ticket to the Ticket Clipboard by choosing the option "Enduser not reached". 
The remaining time that is displayed includes the SLA Profile settings as a calculation basis.
Example: The ticket is moved on Friday at 14:59 to the Ticket Clipboard. The ticket will typically move back to the Ticket Pool at Monday 7:00 AM.

SLA Profile disabled for Ticket Clipboard

The dispatcher moves the ticket to the Ticket Clipboard by choosing the option "Enduser not reached". 
The remaining time that is displayed doesn't include any SLA Profiles as a calculation basis.
Example: The ticket is moved on Friday at 14:59 to the Ticket Clipboard. Project settings were configured so that 15 minutes are the default waiting duration for tickets. As the 24/7 scheme is the default calculation basis, the ticket will move back to the Ticket Clipboard at 15:14.

SLA Profile enabled for Optimizer

The dispatcher optimizes tickets.
Tickets will be optimized and consider the SLA Profile for picking optimal slots on the Timeline.
Example: The optimizer will typically pick slots for the tickets between Monday to Friday from 07:00 to 15:00.
Bank holidays are not a planning option for the optimizer. Weekends are not a planning option for the optimizer.

SLA Profile disabled for Optimizer

The dispatcher optimizes tickets.
Tickets will be optimized and consider rather engineer working times then SLA Profiles for picking the best slots on the Timeline.
Example: The optimizer will typically pick slots for the tickets between Monday to Friday from 09:00 to 17:00.
Bank holidays are not a planning option for the optimizer. Weekends are not a planning option for the optimizer.

SLA Profile enabled for Conditions

The dispatcher has configured conditions and an SLA Profile configured.
The warning and critical timer settings will be calculated with the SLA Profile as a calculation basis.
Example: Warning timer -> 15 minutes. Critical timer -> 30 minutes. Warning is due on Friday 14:50 and Critical is due on 15:05. As the critical timer exceeds the SLA Profile operational time, the critical warning will be displayed on Monday at 07:05 (instead of at 15:05!).

SLA Profile disabled for Conditions

The dispatcher has configured conditions and no SLA Profile configured.
The warning and critical timer settings will be calculated with the 24/7 time scheme as a calculation basis.
Example: Warning timer -> 15 minutes. Critical timer -> 30 minutes. Warning is due on Friday 14:50 and Critical is due on 15:05. As both timers calculate with the 24/7 scheme as calculation basis, the warning will be displayed at 14:50, and the critical will be displayed at 15:05.

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