Step by step
- When you log a call, the SLA is set for you. To set your own, open More options under 3 Dispatch and enter a date and time in SLA deadline.
- To change it later, open the job and change the SLA field in the Dispatch card, then press Save dispatch.
How the default deadline is worked out
If the client company (freelance work) or the customer has a response time, that many working hours are added to the time the call was logged. Otherwise your firm's default response time from Settings is used.
Working hours follow your firm's working days and hours, so a call logged late on Friday is not due on Saturday.
The hint under the field tells you which applies, for example “Only to change it. Empty = 8 working hours (the client's SLA).” or “Only to change it. Empty = your firm's default SLA.”
What “met” means
Your settings choose what the SLA measures: Accept by (the engineer accepts the job), Arrive by (the engineer arrives on site) or Fix by (the job is completed). The label in the job's Dispatch card shows which one, for example “SLA: arrive by”.
Once it is met, the countdown disappears. Until then the board shows time left, amber in the last hour and red when late. Late jobs get SLA missed in the Attention list and Response overdue on the job page.
Questions
Can I turn the SLA off for one job?
Clear the SLA field on the job's Dispatch card and save. The job then has no deadline.
Where do I set the default response time?
In Administration › Settings, tab SLA & working hours. The customer's or client company's own response time, set on its page, wins over it.
Works together with
- Standard rates and SLAYour standard call-out, labour, travel and mileage charges, how labour is rounded, delivery access charges, the cost limit, the callback window, and the response time (SLA) with your working hours.
- The service deskYour home screen for today's work: open jobs, jobs SubClik opened that wait for your approval, jobs with no engineer, jobs that need your attention and finished jobs waiting for review, with who is doing what right now.
- Why a job “Needs attention”The Attention list collects jobs that need the office to act. Each job shows the reasons in red, so you know what to do.
- Assign an engineer and plan the visitChoose the engineer, the planned visit time, the SLA deadline and the priority in the job's Dispatch card. The engineer sees the change straight away.
- Log a call (new job)Log a repair, service, installation, delivery or any other job on one screen in four numbered sections: customer and machine, the job (job type and fault), dispatch, and photos and files.