For an introduction to the SLA feature, please click here.
SLA setup - adding SLAs
Setting up your SLAs can be done directly via your Fixflo account using Reports > Service levels; this will take you to the 'Service level agreements' tab, where you can view, edit and monitor the various SLAs in your system. Here, you can also create new SLAs:
Adding a new SLA requires consideration of exactly what you want to track and monitor. Once you click to add an SLA, it is suggested you use both the 'Name' and 'Description' fields, which will populate as shown in the image above.
The sections below outline what the different configuration options refer to, and how they could be used. Throughout each configuration, the guide will provide an example using the SLA of 'Reported to Instruction for Emergency jobs':
This field stipulates the action on which the SLA timer should begin. The majority of choices within the field relate to issue statuses, though there is also two options related to comments being sent by agents or to occupiers.
When using this field, have a think about what you are tracking with the relevant SLA and when you want it to start. Please also note that multiple 'Starts on' events can be selected; for example, you may want to start your SLA on an issue status and ensure a comment is sent to the occupier.
For the SLA 'Reported to instruction SLA for Emergency jobs', the event would be when the job is first reported, so 'Reported' would be used in this field.
'Pauses on' and 'Resumes on':
These fields allow you to stop the SLA timer temporarily and restart it again if and when a job hits certain criteria. For example, if you ever needed to put the job on hold, you could pause the SLA on 'Issue on hold' and resume it on 'Issue off hold'.
If no information is entered into these fields, then the SLA will continue regardless of all criteria until it hits the 'Completes on' configuration option below.
For the SLA 'Reported to instruction SLA for Emergency jobs', no information will be entered into this field as we want all emergency jobs to be tracked via this SLA, even when/if they are put on hold.
This field stipulates when the SLA should end as it has been completed; this will stop the timer, and dictate whether the SLA has passed or breached.
For the purpose of the example, this field would have 'Job instructed' entered here.
When considering this field, bear in mind that the system is asking for strict parameters around your SLA. As such, you will need to consider any events/triggers that take place that could cancel the SLA.
The SLA will need to explicitly be told when it should cancel; please don't assume it will know this automatically! As such, for the example of 'Reported to instruction SLA for Emergency jobs', I want to ensure the SLA is canceled on 'Issue closed', in case the job was reported in error for example.
It is suggested that 'Issue closed' is always used to cancel the SLA, otherwise it will continue to run.
This field allows you to identify exactly what the SLA should be measuring:
- Issues - If you're measuring the issue/job as a whole entity, it is recommended you select this option
- For example, your SLA may be in place so that all jobs on hold can only exist in this state for 3 working days. Regardless of the assigned agent, you may want to track this for all issues and report back to the board
- Contractors - If you want to measure the performance of contractors, you can select this option
- For example, you may have an SLA around how long contractors have to provide a quote in business hours. Measuring for contractors will allow you to track and monitor this SLA for each contractor invited to quote on the job, which you can then filter the results if needed
- Agents - if you want the SLA to be in place for every agent who may be on the job, then select this.
- For example, you may want to measure the time between an agent being assigned the job, and a comment to the tenant. As the assigned agent may change at different stages of the job, you can configure the SLA to measure for each agent.
For the purpose of this SLA, it is measuring the issue itself, as I want to view the data for all emergency jobs regardless of which agent it is assigned to.
This field specifies the measure of time in which the SLA should be calculated. For this example, we'd like it to be measured in 'Business hour(s)' as we wish for emergency jobs to be instructed within 3 business hours.
Maximum time allowed:
Enter a number in this field if applicable, linked to the 'Time measure'; for the purpose of this SLA, the volume would be '3'.
The filter field allows you to really drill down as to what this SLA is measuring. For example, you can create specific SLAs for certain faults, certain time periods, or for certain fault priorities.
Similarly, you can create specific SLAs for certain clients/landlords, providing you with accurate and quantifiable data to take to meetings and provide to them. Multiple filters can be applied if needed, so you can drill down and create a specific SLA as required.
For the purpose of this test, the filter of fault priority will be used, specifically for emergency jobs.