Service Level Agreements (SLAs) are set up to describe the response and resolution times for helpdesk issues and works. The SLA will have a client (or customer) and a target service provider.
The client will be the site owner or the person / organisation that linked helpdesk issues or works relates to.
The target service provider is one of:
SLAs can be set up by a client admin user or a manager. When set up by a client admin user that client is automatically the specified client on the SLA. When set up by a manager, the relevant client can be selected during the set up process.
When a new issue is logged and assigned to a specific service providr or team, Flow360 will first check to see if there is a SLA in place between the client and the specific service provider or team. If so, the SLA will be linked to the issue or works and will be used to automatically adjust priorities, response times and resolution times based on the levels defined within the SLA.
If there is no specific SLA found for the service or team, Flow360 will then check to see if there is a default SLA in place that covers all internal service providers (for internal assignments) or all external service providers (for external assignments). Finally Flow360 will check to see if there is a default SLA in place either for the specific site or generally for the client.
Where a relevant SLA is found, the SLA will be linked to the issue or works and will be used to automatically adjust priorities, response times and resolution times based on the levels defined within the SLA.
It will not be possible to set up SLA levels that conflict with any other existing SLA. For example, if there is a default client level SLA for all service providers it will not be possible to set up a further agreement that covers All internal service providers as this would present a clash.
Each SLA will have a number of levels specified. The levels will be based either on a standard priority scale of 1-5 or on the CIPFA priorities scale. You cannot mix standard priorites and CIPFA priorities within the same SLA but you can have multiple SLAs in place for a specific service provider or team in order to cover both the standard priority scale and CIPFA priorities.
For each priority level a response time and a resolution time can be defined. Once the SLA is set up and active, a change to the priority for an issue will result in the response times and resolution times being updated in line with the SLA. Similarly a change to the target resolution time will automatically update the priority.
So in the example above, setting a priority of 2 will result in a response time of 4 hours and a resolution time of 24 hours being automatically set. Conversely, setting a target resolution time of 2 hours will result in a priority 1 being automatically set.
SLAs are checked and automatically linked to a specific helpdesk issue...
When logged in as a Manager:
When logged in as a Client admin:
When logged in as a service provider:
When logged in as a team member:
All users: