How to configure Service Level Agreement (SLA)?

 

With this video tutorial guide, you will learn step by step how to create and connect a Service Level Agreement (SLA) with contracts, branches, and devices.

To start, press Control + Space and type SLA in the search bar. Select SLA to open the page. Also start with Settings → Master → Service, where you’ll see the SLA option. Click the plus (+) icon to create a new SLA. Enter a name for your SLA.

You can create it priority-wise or non-priority-wise. If you select priority-wise, you will see types like High, Low, Normal, and Emergency. You can set different response, RCA, and downtime limits for each priority. If you choose non-priority-wise, simply enter fixed times for RCA, response, and downtime. For example, RCA can be 30 minutes, response time 4 hours, and downtime 8 hours.

Escalations can also be added if tasks are pending and not completed on time. By adding the name of the employee to notify, choose the alert method (email, SMS, or notification), and set when it should trigger before or after the SLA time.

Once your SLA is ready, connect it with a contract. When converting a proposal into a contract in CRM, the system will ask which SLA should be applied. Select the one you created and save it. You can also link SLAs to devices or branches.

Go to the customer’s contract, open the product list, click the three dots, and choose Connect SLA. You can connect it device-wise, city-wise, or branch-wise. Now your SLA is active.  AntMyERP will automatically calculate SLA status and show which ones are achieved or breached. Watch full video to know more practically.