Service Level Agreement (SLA) Setup

Overview

Service Level Agreements (SLAs) can be difficult to manage in the Facility Maintenance industry. There are many things to consider such as customer requirements, specific site needs, and asset or equipment requirements. You may also need to determine how to handle weekend days, public holidays, or even specific site access times.

Facilitease has developed robust SLA management taking into account all of the possible requirements noted above. SLAs can be set on the Division, Customer, and/or Helpdesk (if you are using the External Helpdesk Module), and you can choose to exclude weekends, public holidays, and more on any of your SLAs.

SLA Types

The system supports four different SLA measurements:

• Response SLA - Time to acknowledge and respond to a service request
• Onsite SLA - Time for a technician to arrive at the site
• Functional SLA - Time to achieve a functional/temporary fix
• Resolution SLA - Time to fully resolve the issue

1. Division SLAs

Setting the SLAs at the Division level gives you the ability to add multiple Customers to that Division and have them all use the Division SLA settings, saving you time on duplicating the SLA setup.

If you do however have a Customer within that Division that has different SLA requirements, you can set up custom SLAs for this Customer only.

Creating a Division SLA

1. Navigate to Division

   Once you have created your Division and want to set up SLAs, click on the 'Add' button under Divisional SLA's

2. Enter SLA Name

   Give your SLAs a Name (e.g., "Division SLAs")

3. Add Description

   Add a description if required (e.g., "Standard set of SLAs for this Division")

4. Save

   Click 'Save' to create the Divisional SLA item

You will now see the Divisional SLA item you just created. Select this item to apply the settings.

2. Division SLA Settings

After creating the Division SLA, you need to configure the specific settings for each priority level.

Configuring SLA Settings

1. Add Settings

   Select the Division SLA you just created, click the 'Add' button to start adding the settings

2. Select Priority

   Select which Priority you want to apply settings to (e.g., P1 - Emergency)

3. Set SLA Times

   Add the number and time unit required for each of the SLAs:

   SLA Type	Value	Unit
   Response SLA	1	Hours
   Onsite SLA	2	Hours
   Functional SLA	4	Hours
   Resolution SLA	24	Hours

4. Exclude Weekends

   Choose if this priority should 'Exclude' weekends from SLA calculation

5. Exclude Time on Hold

   Choose if this priority should 'Exclude' any On hold days from SLA calculation

6. Use Site Access Times

   Choose if this priority should 'Include' any Site access times (configured at Site level)

7. Other Exclusions

   Choose if this priority should 'Include' any other Exclusions (configured at the SLA Exclusion page)

8. Add Notes

   Add any notes or other details

9. Save

   Click 'Save'

3. Customer SLA Settings

When setting up a new Customer, you must choose the SLA Type:

• Standard - Will use the SLAs on the Division
• Custom - Will allow you to set up a new set of SLAs specific to that Customer

Creating Custom Customer SLAs

1. Access SLA Section

   From inside the Customer record, look to the Service Level Agreement section on the right hand side and click the 'Add' button

2. Select Priority

   Select which Priority you want to apply settings to

3. Set SLA Times

   Add the number and time unit required for each of the SLAs

4. Exclude Weekends

   Choose if this priority should 'Exclude' weekends

5. Exclude Time on Hold

   Choose if this priority should 'Exclude' any On hold days

6. Use Site Access Times

   Choose if this priority should 'Include' any Site access times

7. Other Exclusions

   Choose if this priority should 'Include' any other Exclusions

8. Add Notes

   Add any notes or other details

9. Save

   Click 'Save'

4. Helpdesk SLA Settings

If you are using the External Helpdesk module and wish to set up SLAs against your Helpdesks, you need to specify this in the Module setup. Discuss with the Unicloud team if you are unsure how this works or how to apply the setting.

Configuring Helpdesk SLAs

1. Navigate to Helpdesk Settings

   Once you have set up your Helpdesk, click on the Helpdesk SLA Settings tab along the top

2. Add Settings

   Click the 'Add' button to start adding the settings

3. Select Priority

   Select which Priority you want to apply settings to

4. Set SLA Times

   Add the number and time unit required for each of the SLAs

5. Configure Exclusions

   Set your preferences for excluding weekends, time on hold, site access times, and other exclusions

6. Add Notes

   Add any notes or other details

7. Save

   Click 'Save'

Repeat this process for ALL priorities that you need.

5. SLA Exclusion Types

There are two additional entities under System Details called SLA Exclusion Dates and Exclusion Types. Before you can set up the SLA exclusion dates, you will first need to create your Exclusion Types.

Exclusion Types allow you to group your exclusion dates and apply settings such as which Division, Customer, and Sites the exclusion dates will apply to.

Creating Exclusion Types

1. Navigate to System Details

   From the side menu, select System Details

2. Select SLA Exclusion Dates

   Now select SLA Exclusion Dates

3. Select Exclusion Types

   Now select Exclusion Types

4. Add New Type

   Click on the 'Add' button and a new window will appear

5. Enter Name

   Give your Exclusion Type a name (e.g., "Public Holiday")

6. Set Status

   Set Status to 'Active'

7. Add Notes

   Add any notes if required

8. Select Divisions

   Select the relevant Divisions or choose to apply it to ALL

9. Select Service Types

   Select the relevant Service Types or choose to apply it to ALL

10. Select Regions

    Select the relevant Regions or choose to apply it to ALL

11. Select Global Site Groups

    Select the relevant Global Site Groups or choose to apply it to ALL

12. Select Customers

    Select the relevant Customers or choose to apply it to ALL

13. Select Customer Site Groups

    Select the relevant Customer Site Groups or choose to apply it to ALL

14. Select Sites

    Select the relevant Sites or choose to apply it to ALL

15. Save

    Click 'Save'

6. SLA Exclusion Dates and Settings

Once you have set up your Exclusion Types, you can start adding the dates you want to add SLA Exclusions for.

Creating Exclusion Dates

1. Navigate to System Details

   Select System Details from the side menu

2. Select SLA Exclusion Dates

   Now select SLA Exclusion Dates

3. Add New Exclusion

   Click the 'Add' button and a new window will appear

4. Enter Title

   Give your Exclusion a Title (e.g., "Christmas Day")

5. Set Status

   Set the Status to Active

6. Select Exclusion Type

   Select the relevant Exclusion Type (e.g., "Public Holiday")

7. Public Holiday Flag

   Check Yes or No if it's a public holiday

8. Date Type

   Check if it's a single date or a Multi date (date range)

9. Set Dates

   Add the date or dates that are to be excluded from any SLAs

10. Recurring Option

    Check Yes or No if it Recurs yearly

7. Site Access Hours

Now included at a Site level is the ability to record a Site's Business Hours and Access Hours.

• Business Hours - Have no impact on the SLAs at all, these will simply be displayed to the Contractor as informational only
• Access Hours - Will impact the SLAs if the settings have been set to Yes at the Division or Customer level

Configuring Site Hours

1. Access Site Record

   From inside the Site Record, click the Add button from the Site Hours section on the right hand side

2. Select Day

   Select which Day of the week you want to apply the times to

3. Set Business Hours

   Select the Business start and end times

4. Set Access Hours

   Select the Access start and end times

5. Save

   Click Save

Repeat for each day of the week as needed.

8. Site SLA Adjustments

In some rare cases, you may need the ability to Increase or Decrease the time allowed on your SLAs depending on a specific Site.

You can specify exactly what Priority it applies to, if the SLA time needs to be added or removed, and how much time is added to each SLA.

Configuring Site SLA Adjustments

1. Access Site Record

   From inside the site record, click the Add button in the SLA Adjustments section

2. Select Priority

   Select which priority the adjustment will apply to

3. Adjustment Type

   Decide if you are extending the time or decreasing

4. Set Adjustment Values

   Apply the value and time unit for each SLA

5. Save

   Click Save

Repeat process for all priorities if needed.

9. Examples and Scenarios

Here are common scenarios you may come across and how to handle them:

SLA Priority Hierarchy

Understanding how SLAs cascade through the system: