Use SLA policies with contracts

Apply SLA policies to corrective contracts to manage response and resolution expectations.

SLA policies are used with Corrective maintenance contracts.

They define how fast a response or resolution is expected.

Using an SLA is optional.

It helps you track whether you meet the service level agreed with the customer.

Create your priorities first.

SLA policies depend on them.

You can also use an internal SLA.

This helps you measure response performance over time.

Do not promise SLA targets you cannot deliver.

Missed targets can damage the customer relationship.

Create an SLA policy

1

Open SLA policy settings

Go to Settings.

Open SLA Policies.

2

Add a new policy

Click Add.

3

Fill in the policy details

Complete these fields:

• Code
• Name
• Description
• Work order status response
• Work order status resolved

4

Set the timing per priority

Enter the response and resolution time per priority.

Choose minutes, hours, or days.

Choose business hours or calendar hours.

5

Save the policy

Click Save.

What the main SLA fields do

Work order status response

This status marks when you count the work order as responded to.

This can be planning, customer contact, or another agreed action.

Work order status resolved

This status marks when you count the work order as solved.

Use the SLA policy in a contract flow

Select the SLA policy on the corrective contract.

Use the work order priority so the correct timing applies.

You can then follow the SLA progress on the work order and in planning views.

Frequently asked questions

Can I use an SLA policy on a preventive contract?

No.

SLA policies are for corrective contracts.

Do I need priorities before creating an SLA policy?

Yes.

The policy timing is set per priority.

Where can I see SLA progress?

You can review it on the work order and in planning-related views.

Related topics

• Understand contract types
• Create a contract
• Contracts