Overview

Updated on 27 Jun 2024
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Increase the service value with a well-crafted SLA!

A Service Level Agreement (SLA) is an agreement between a service provider and a customer that identifies both the services required and the expected level of service. SLA Designer is one of the Designers in the APEX Platform which is used to define an SLA Value in a Module at the Tenant level. An SLA is defined using a Type based on the nature of the SLA (Response, Resolution SLA, or any other naming conventions) that defines the purpose. Further, SLA is considered on the fields in the ticket and uses SLA Rule like Priority based, Customer based etc., to apply an SLA Value.

Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company to get the task down within a specified time.

The value of an SLA is the core of the configuration, which includes SLA Type and SLA Rule. The following SLA Framework explains the functionality of the Designer.

Use Case

User Persona: Application Designer

Solution

NovaTech Company has recruited new employees and should complete the onboarding process within 5 Hours.

Adam the Analyst creates a Work Order for new employees using Employee Registrations Catalog and assigns to the HR Workgroup to complete the onboarding process.

Sam the Application Designer designs an SLA in Work Order Module as follows:

Creates an SLA Type named Turnaround Time(TAT) in HR Tenant.
Configures a Default SLA Rule for the TAT SLA Type which gathers the information from the Employee Registration Table and Publishes the Rule.
For the defined SLA Rule and Type, Sam assigns 5 Hours as an SLA Value.

To configure the SLA Type, Rule, and Value, refer to the following:


SLA Type	SLA Rule	SLA Value

To manage a configured or pre-configured SLA, refer to the following:


Manage SLA	SLA Templates

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SLA Type