In this article, you will learn how to create Service Level Agreements (SLAs) applied to Work Orders (how to define their conditions, objectives and responsible people) so that the compliance levels you deliver are maintained.

Better manage the SLAs you have with your customers regarding breakdowns, defining conditions, goals and reminders to avoid any non-compliance, in just 3 steps:

  • Define the conditions that qualify the faults for the SLA (customer/building, priority and/or area/type of failure)
  • Set the limit of hours from reporting to approval, completion or beginning of troubleshooting
  • Set who gets notified when the SLA is about to expire

In the Work Orders log, you will also have a new column, where you can see the SLAs associated with each work order and the time remaining before the nearest deadline.

Step by Step

1. After logging into your Infraspeak account, in the left sidebar click on “Add App”.

2. Within the Infraspeak Hub click on “connect” in the app section called Service Level Agreements (SLA).

3. Then in the lower-left corner click on “Settings”. Find the Service Level Agreements section and click Configure.

4. To create an SLA click on “+ New SLA”. A panel will appear where the following fields must be filled in:

  • Conditions: you can define up to 3 conditions to which the SLA will apply Priority, Client or Building and Work Order Area or Type

  • Time Goal: includes the action (From Start to Close; From Report to Close; From Report to Start) and the time interval in which it must be performed, in a given calendar (customizable by the user)

  • Reminder (optional): reminds default users of the time remaining until the end of the SLA

  • Observations (optional)

5. To prevent compliance with the SLA from being affected by unforeseen reasons, you can also set the SLA to automatically pause if the fault is paused by applying a check in the “Pause SLA when Work Order is Paused” box.