Service Level Agreement (SLA)

The SLA feature allows you to configure required response times for the workflow stages, so that you can help enforce desired service levels for the process managed by an app. You define the start and end points for a stage and the required response time. If a request is not completed within the specified time, it is considered delayed.

Service Level Agreement Widget

Creating & Managing SLAs

To enable SLAs on your form, open the form in edit mode and then navigate to the SLA tab on the header bar and toggle on the SLA feature. After toggling it on you will see a new box appear below with a ‘General SLA’ already created.

Note that since SLAs are defined in relation tor specific starting and ending workflow stages, you must first create the required workflow stages before creating the SLAs.

Service Level Agreement Creation

Adding SLAs

To add additional SLAs, simply click the ‘+ Add SLA‘ button in the bottom right corner of the new box. Doing so will add the SLA (the default name of every new SLA is ‘General SLA’) and open a right-side properties panel for configuration.

Clicking on an SLA row will display details about it (see image below). Additionally, to remove an SLA click the trashcan icon on the far right end of the SLA row.

SLA Details

Configuring SLAs

As already mentioned, the properties panel will automatically open when you add a new SLA. To access the properties panel otherwise, simply click the pencil icon on the right end of the SLA row you wish to configure.

The properties are well documented within the platform, as you can see in the images below. Be sure to give your SLAs a descriptive name so they’re easy to identify – the description is only visible in edit mode.

SLA Properties
SLA Properties

Viewing & Tracking SLAs

There are currently two ways to view your SLAs. The first is within your application using the SLA widget on a Page. The second is on the Reporting page, however this option is only available to platform Super Admins. Additionally, you can trigger actions on record delays, e.g., send an email and/or in-app notification when a record is delayed.

  • SLA Widget on a Page: To view you SLAs in-app, you’ll need to create a page and add the SLA Widget to it. Here’s some documentation on how to create Pages in your apps: Creating Pages, and Page Editor Overview.
  • Reporting Page SLA Stats: SLAs from all your applications can be viewed on the Reporting page ‘SLA Stats’ section. As already mentioned, this section is only available to platform Super Admins at the moment. Learn more here: Reporting Overview.
  • Delayed SLA Trigger: You can create custom actions that automatically trigger when a record is delayed. For example, you can send an email notification. Learn more about Actions & Triggers here: Triggers, and Actions.

Interpreting the SLA Report

The image below shows the top of an SLA report, and the table that follows explains the meaning of each SLA metric:

SLA MetricExplanation
SLASLA name. Usually the same as the workflow stage name that the SLA covers, or a different descriptive name if the SLA covers more than one workflow stage, such as Approval Stages, Delivery Stages, or Overall SLA.
Opened On Time# of records CURRENTLY at that stage and still within the SLA period
Opened Delayed# of records CURRENTLY at that stage and for longer than the SLA period
Opened# of records CURRENTLY at that stage
% Open DelayedOpen Delayed / Opened, as a percentage
Closed On Time# of records that have completed this stage within the SLA period
Closed Delayed# of records that have completed this stage but that took longer than the SLA period
Closed# of records that have completed this stage
% Closed On TimeClosed On Time / Closed, as a percentage
TotalOpened + Closed, for total records to have ever entered this stage
Updated on May 4, 2022

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