Service Level Agreements
On Key's service management functionality provides the ability to measure, monitor and manage service level agreements (SLAs). This can be used to ensure that work is completed within an agreed time frame.
SLA progress is measured by tracking the time between SLA-significant work order statuses. When a work order is placed in the status that has been configured as the starting status of the SLA, the date and time signifies the start of the process. The expected completed date is calculated based on the agreed time allowed and the work order specifics (including asset type, asset importance, type of work, work order importance and site).
The response time is the difference between the starting date and time and the expected completed date and time of the SLA. The progress of the work can be measured based on the required response time for the SLA. Notifications can be sent to specified users to enable the effective management of the process and completion of the SLA in the allowed time.
- SLAs are available on all types of work orders, including scheduled work orders.
- Multiple SLAs can be configured per work order, so not all measures have to be added to a single SLA. As a work order progresses and changes, it can be assigned new SLAs and SLAs that are no longer applicable can be deactivated.
- A work order SLA can be measured from two points in time:
- from the time the work order entered an applicable status range; or
- from the time the SLA was assigned to the work order.
- An SLA and its measures can be reset. When the work order goes out of and re-enters status range, the work order SLA percentage can either be reset to 0% or continue from the current percentage.
Refer to Service Level Agreement Screen for more information on resetting measurements upon reassignment. - Values can be assigned to specified work order fields when an SLA measure starts or ends. These values can be manually overridden if required. When an SLA measure is reset, the specified fields will also be reassigned. The main SLA measure will still assign the work order required by date.
Refer to Service Level Agreement Measure Field Assignment Screen for more information on the configuration of SLA measure field assignments. - Triggers are linked to SLA measures. A trigger notification can be activated at a set percentage of the SLA measure. This trigger can be re-triggered at a specified interval while the work order SLA measure is still in status range or active. For example, a notification email can be sent to a manager when the SLA measure is at 80% and the work order is still in progress. This notification can be resent at a set interval, for example daily.
Refer to Service Level Agreement Measure Trigger Screen for more information on the configuration of SLA measure triggers. - When any of the following fields are updated on a template SLA or any of it's linked SLA measures, a new template SLA is created:
- Match Criteria on the SLA
- Measure from Assigned Date on the SLA
- Reset Measurement on Reassign Date on the SLA
- Is Active on any linked SLA measure
- Is Main Measure on any linked SLA measure
- Work Order Start Status on any linked SLA measure
- Work Order End Status on any linked SLA measure
- Duration on any linked SLA measure
- Calendar Type on any linked SLA measure
- Calendar on any linked SLA measure
- Resettable Measure on any linked SLA measure.