SLA
A service level agreement (SLA) is a contract between a service provider (either internal or external) and the customer that defines the level of service to be expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. In Planon ProCenter SLAs are used to calculate the maximum delivery time as part of service delivering. The actual delivery time is compared to the calculated maximum delivery time and the result is a service delivery within or outside the SLA agreements.
In Planon ProCenter , you can add and maintain these SLA types.
• Internal SLAs (for internal services) - SLA services for requesting parties within the organization. They refer to requests.
Example: An SLA for Coffee machine is empty (low) with Time to respond – 1 hour and Time to complete – 3 hours.
• External SLAs (for external services) - SLA services for external parties carrying out work orders.
Example: An SLA for Repair copy machine (high) – Time to respond 30 mins, Time to complete – 2 hours.
SLAs are used to record information such as costs and priorities to fulfill delivery KPIs based on a specific calendar for a specific service. An SLA is always searched based on various pre-set search fields.
Typically, SLAs use standard services against standard costs.
However, it is also possible to use SLAs and differentiate costs. This flexibility is useful if a different cost structure needs to be applied to a standard service.