Setting Up Service Level Agreements
Service level agreements, or SLAs, can be set up for your key contract customer accounts.
The SLA module in Clik Service allows you to set up SLAs for contracts, individual sites, equipment, and even individual jobs and set response times down to the minute.
This article will show you how to set up SLAs for jobs, but you can set SLAs up by company, site, standard faults, contracts, and equipment.
Go to Modules > Service Level Agreements > Setup.
Create a new SLA by clicking on ‘New SLA’.
Then, fill in the details of your new SLA.
‘Response Time’ is the amount of time you must complete a job or get to the site.
The ‘Trigger Time’ means the SLA will turn red when it hits that trigger time.
An SLA can be set up to start when the job sheet is created by using ‘Call Date/Time‘ or ‘Start Date/Time‘.
The ‘End Time’ of the SLA can be set to ‘Complete Date/Time‘, ‘First start time on Jobsheet‘ or ‘First end time on Jobsheet‘. These are the engineer time items used to record how long the engineer was on site.
Give the SLA a colour and choose to exclude weekends if required
Once you are happy with your SLA, click ‘OK‘.
Once set up, you can then apply them to your job sheet.