Service Level Agreement Measures
An SLA measure is the duration measurement between the work order status that signifies the start of the SLA and the work order status that signifies the end of the SLA.
Practical example: Resettable measure
Refer to Service Level Agreement Measure Screen for more information on configuring SLA measures.
Scenario 1
- Work Order Start Status:
Quote Requested - Work Order End Status:
Quote Received - Duration:
0Day :24Hour :0Minute :0Second - Resettable Measure: True
A quote is requested from a contractor by updating the work order Status to Quote Requested, so the SLA measure is started.
The contractor provides the quote within 24 hours and the work order Status is updated to Quote Received, so the SLA measure is stopped.
The quote is rejected by updating the work order Status to Quote Rejected (which is out of status range) and a revised quote is requested by updating the work order Status to Quote Requested once again.
As Resettable Measure is set to true, the SLA measure is reset once the work order Status is updated to Quote Requested for the second time. A new work order SLA measure is created with Is Historical set to false and the original work order SLA measure Is Historical is set to true. The contractor once again has 24 hours to submit the quote.
Scenario 2
- Work Order Start Status:
Quote Requested - Work Order End Status:
Quote Received - Duration:
0Day :24Hour :0Minute :0Second - Resettable Measure: False
As Resettable Measure is set to false, the SLA measure is not reset once the work order Status is updated to Quote Requested for the second time. The existing work order SLA measure is used and the contractor will only have what is left of the original 24 hours (if any time is left) to submit the second quote.