The SLA Module - CS

SLAs or Service Level Agreements can be set up for your key contract customer accounts. The SLA module in Clik Service allows you to set up SLAs for contracts, individual sites, equipment, even individual jobs and set response times down to the minute. Once set up there is a countdown reminder on the clients CRM entry and data tracking features to help you make sure you meet your agreements. Your SLAs will also sync with Clik Jobs and Clik Remote, so they will work seamlessly across your network.

Setting Up SLAs
This article will show you how to set up SLA’s for Jobs, but you can set SLA’s up by company, site, job, standard faults, contracts, and equipment.

• Go to modules > service level agreements > setup.

• In the setup window, create an SLA by clicking on new SLA and filling in your SLA details. 
• You will see you have a response time and trigger time. Response time is the amount of time you must complete a job or get to the site. The trigger time means the SLA will turn red when it hits that trigger time.
• An SLA can be set up to start when the job sheet is created by using call date/time or job start date/time.
• The end time of the SLA can be set by using complete date/time, first start or end time added to the Job Sheet. These are the engineer time items used to record how long the engineer was on site.
• Give the SLA a colour and choose to exclude weekends if required
• Once happy with your SLA, just click OK.

Using the SLAs
Once the SLA has been set up, it’s now time to see it in action. The simplest process is to apply a selected SLA to a job sheet.

• Do this by creating a new job sheet and select the SLA from the service level agreement drop-down box.

• However, you can create a default SLA for a customer, site, contract, standard fault, and equipment, so when a job is created it will apply the SLA associated.
• Remember, though, if you have an SLA on a piece of equipment and the customer will use the worst-case SLA unless you set the primary SLA up under the company as below.

Published: November 2016
Updated: November 2019

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