Understanding Service Level Agreement (SLA)

SLA stands for service level agreement. It refers to a document that outlines a commitment between a service provider and a client, including details of the service, the standards the provider must adhere to, and the metrics to measure the performance.

 

Enable SLA in Portal

Left Menu > Settings > Third Menu Service > Service Settings Preferences

Service Settings Preferences Enable SLA by clicking the check mark.

SLA Type Selection – Here Option select.

1. RCA – Remote Call Assistance-  Set the Time Duration within this time service call RCA Completed then SLA is achieved, if beyond this time duration RCA is done then its RCA status will be breached.

2. Response Time – Ticket physical response time.

Set the Time Duration within this time service call Response Time is called get attended SLA is achieved,  if beyond this time duration Response is done then its status will be breached.

3. Down Time – Product actually Down  time /non-working condition.

Set the Time Duration within this time service call Down Time is called get attended SLA is achieved,  if beyond this time duration Down time is gone then its status will be breached.

 

Select SLA Type – Here Option,

1. 24*7 Timing – SLA is ON Forever.
2. Call logged in support Timings.
3. Only with Support Timings – In Organization added Support Timings only applicable for SLA. 

Note: Organization only use one SLA Type

Click on Update to apply changes for SLA.

 

Adding SLA

Adding a SLA in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add SLA by following steps.

 

Creating SLA from the Creation Page

Navigate to the Left Menu > Settings > Masters.

Click the Service > SLA

On the Top Right Menu navigate to + Button  > Add SLA.

Begin by adding SLA in the future we can use this SLA in Contract Product, Contract.

(Please note SLA will appear in Contract, Contract product)

Enter all mandatory fields along with all the details of SLA.

After entering all the details, click Save & Exit.

Productivity Tool: You can connect SLA from the contract Product directly.

Note: Duplicate SLA entries are not permitted within AntMyERP to maintain data integrity.

 

Mass Update SLA.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Here,the Listing page of Active Product.

On Top Left Menu navigate to Mass Update > Connect SLA.

Open Pop-up SLA > Master data displayed here By Dropdown select SLA Name.

Click on Save.

Products connected to SLA  with Mass Update.

Note: You can Mass update products at SLA at a time.

 

Exporting / Downloading SLA in Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Filter from the LIVE Search / Filter. Now you have filtered data which need to be exported 

Now go to the Top Right Menu navigate to Three Dot Icon > Download > Save

All your Products SLA data will be downloaded as per the Search or Filter

All your Products SLA  are Exported from your AntMyERP to CSV. file

Note : Export / download can be done only by the users who have the permission from admin.

 

Manage Column: Create your own Customer Listing View 

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Now go to the Top Right Menu navigate to Three Dot Icon > Manage Column

If you want to create your preferred column view and make it default , click on Own.

Check Mark which field you want to be visible when you open the Listing Page.

You can define the placement of the column with Drag and Drop.

Click on Save.

Your default Product Listing Column View is now available whenever you will go to this page. You can Edit the same by following the same above process.

Note : If you are the administrator, you can define custom column view of this page and even the user can make the changes as per their requirements

Permission: This feature is user permission defined. If you have permission, you can use this or else ask the administrator of your office to activate the permission for you.

 

View SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the SLA in the customer list with the help of Live Search.

 

Editing SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the Product SLA with the help of Live Search.

Alternatively you can Right Click on the Product SLA whom you want to Edit.

Make the necessary changes to the edit of Product to connect SLA.

Save the updated information.

 

Deleting SLA Products.

Pls note – You can not delete SLA Product but you can change Product SLA.

 

Creating SLA Products.

Create or Connect SLA to products in the Customer All product page.

As well, Inside the Customer Contract creation time we also connect SLA to contract.

Make the necessary changes to the customer details and click Save.

SLA Reports 

SLA related reports will be displayed in Service > Reports

Here is the name of the Reports.

Open Service

Total Service

Total Nutshell Report

Detail Service Report

DFT Report