SLA configuration
Field Services is fully compliant with Service Level Agreements in Planon ProCenter .
The engineers using the app are able to select actions in the mobile workflow that correspond with the following KPIs in Service Level Agreements :
• Time to Attend (TTA)
• Time to Fix (TTF)
• Time to Complete (TTC)
 | For more information on configuring SLA KPIs in Planon ProCenter , refer to Service Level Agreements . |
| | Time to Attend and Time to Fix can only be configured for Reactive orders. |
The KPIs are automatically set off, if an engineer selects a corresponding action on the job menu.
• Start work: sets the actual time to attend (TTA)
• Temporary fix: sets the actual time to fix (TTF)
• End work: sets the actual time to complete (TTC)
PMFS also supports 'Stop the clock' in Service Level Agreements . This means that the various SLA KPIs are not affected in case order completion is prevented by a situation caused by the customer. 'Stop the clock' is triggered if an engineer selects an action and a corresponding reason that stop the work, such as Wait, Pause, Discontinue and Decline EHS check.
| | For more information on configuring the PMFS actions and reasons that support 'stop the clock' in PMFS, refer to Supporting data > MM & PMFS configuration. |