Step by step
- Open Administration › Settings › SLA & working hours.
- Choose SLA is met when: The engineer accepts the job, The engineer arrives on site or The job is completed.
- Enter Default SLA (hours) (1 to 720), used when the customer has no SLA of its own.
- Tick your Working days (Mon to Sun).
- Set Day starts and Day ends (e.g. 08:00 and 17:30).
- Tick Count working hours only to pause the clock outside working hours, at weekends you don't work and on days off.
- Press Save SLA settings.
How the deadline is worked out
When a job is logged, SubClik adds the SLA hours to the time it was logged. With Count working hours only ticked, only time inside your working days and hours counts, and days on the Days off list are skipped.
Example: 8-hour SLA, working day 08:00 to 17:00, Mon to Fri. A call logged at 15:00 on Friday is due at 14:00 on Monday.
Existing deadlines are never recalculated.
Messages
"Choose at least one working day."
"The working day must end after it starts."
"Day starts must be a time like 08:00."
Questions
Our contracts promise an engineer on site within 8 hours.
Choose The engineer arrives on site and set 8 hours.
Do bank holidays count?
Not when Count working hours only is ticked and the bank holidays are on the Days off list.
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.
- Add bank holidays and days offDays when the SLA clock does not run: UK bank holidays added in one click, plus your own closures such as the Christmas shutdown.
- Job statuses explainedA job moves from Unassigned to Invoiced. Most changes come from the engineer's app; the office assigns, closes, sends back, reopens, invoices and cancels.
- 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.