Login
    Contents x
    Overview
    • 17 Sep 2024
    • 2 Minutes to read
    • Print
    • PDF
    Contents

    Overview

    • Updated on 17 Sep 2024
    • 2 Minutes to read
    • Print
    • PDF
    Article summary

    Drive service excellence with accuracy: Maximize your performance with SLA configuration!

    Enjoy the freedom of configuring your own SLAs! Define the Service Window of SLA according to your specific needs. Say goodbye to rigid, hard-coded SLAs and embrace the flexibility of customization.

    Configuring an SLA enables you to monitor performance, accountability, continuous improvement, and dispute resolution, which enhances customer satisfaction in your service delivery.

    In the SLA Designer- Module level, we've familiarized ourselves with configuring crucial aspects like SLA Type, Rule, and Value. However, to ensure these settings are applied within specific timeframes or windows, it's important to configure Service Window at the application level. Essentially, while module-level configurations set the parameters of SLA, it's the Service Window configuration that determines when these parameters take effect.

    Let's understand this concept from the below example:

    Imagine a three-day schedule for a service that operates under an SLA. Each day is divided into two types of time blocks:

    1. SLA Window (9 AM to 6 PM): The service is active and available.

    2. Outside SLA Window: The service may not be available.

    To calculate the total hours of SLA coverage in a day, you count the hours within the SLA Window. For instance, if the SLA Window is from 9 AM to 6 PM, that’s 9 hours of guaranteed service each day. Over three days, the SLA coverage would be 27 hours. During these hours, the service is guaranteed based on organization's operational schedule, time zone, and the availability of Analysts/Executives. Outside these hours, the service isn’t assured. This helps in planning and understanding when you can expect the service to be available.

    Let's explore the following use case!

    Use Case

    User Persona: Application Designer

    Solution

    Sam has a crucial role in setting up an SLA configuration for NovaTech, which provides technical support to its customers.

    The Application level configuration involves defining a Service Window to set clear expectations and performance measurement. This requires settings up multiple configurations such as Time Zone, Location, Holiday Calendar, etc

    To achieve this functionality, Sam can configure the Service Window under the SLA Designer tab.

    He can configure all the basic details under the General tab and specify Time Zone Type, Time Zone, Holiday Calendar, Location, and Service Window Type under the Service Window tab.

    He can publish all the details across various modules under Publish tab.


    Precondition

    Configuring a Service Window requires setting up the following configurations:

    1. Time Zone

    2. Holiday Calendar

    These settings depend on the selected module and Transaction Form designed for those modules. For detailed instructions on Form configuration, refer to General Form Details.
    Additionally, for detailed instructions on Holiday Calendar, refer to Holiday Calendar section.

    Don’t stop here! There’s plenty more to discover about SLA Service Window. Check out the below pages for more information.

    Was this article helpful?
    What's Next
    Change password!
    Changing your password will log you out immediately. Use the new password to log back in.
    Change profile
    Success!
    First name must have atleast 2 characters. Numbers and special characters are not allowed.
    Last name must have atleast 1 characters. Numbers and special characters are not allowed.
    Enter a valid email
    Enter a valid password
    Your profile has been successfully updated.
    Logout