A service level agreement (SLA) defines the service standard for a contract and formalises the expectations and commitments offered. These templates outline specific metrics, standards, and responsibilities related to the delivery of services.

SLA templates can be customised to either meet specific customer requirements or adhere to industry standards, depending on your contract offerings. This setting also helps to ensure consistent service delivery, track performance against agreed-upon metrics, and improve customer satisfaction by setting clear expectations.

➡️ Profile icon > Settings > Contracts > SLA templates
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You need to create the new template and give it a name and a description before it can be configured.

➡️ Add new SLA template > Enter SLA name > Enter SLA description > Save
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Once a template has been created, new options will be displayed under 'Actions'.
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Edit allows you to make changes to the name and description.

➡️ Edit > Make desired changes > Save
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If an SLA template is no longer required, it can be deleted if it is not currently assigned to a contract template.

➡️ Delete > Type 'Delete' > Delete

SLA templates can be unassigned from a contract template in Step 4.1 SLA.

With your new template created, you're ready to hit Configure. You'll see a list of options on the left side of the screen.
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Setting business hours in an SLA template ensures that response and resolution times are calculated based on actual working hours, including weekends and holidays. This provides a more accurate measure of SLA performance and aligns expectations with operational hours.
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➡️ Enable business hours > Yes/No

Each day of the week is displayed, check the boxes for the days you wish to apply timers to. Select the time the SLA timer should apply for. Any days not checked will not be included in the timer, ensure the hours agreed in the contract terms are set for accurate SLA timers.
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Each timer can be set up with levels of segmentation, depending on how detailed you need it to be. With two levels of segmentation, you can define the requirements in depth for the customer's needs.
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For example, set a primary segmentation for a job description named 'Emergency breakdown' and a secondary segmentation for job priority 'Urgent' to ensure staff know this is a top priority job.

If you do not wish to add any level of segmentation, select 'Continue without segments' and the SLA will apply under all potential conditions.

Select 'Add Segmentations' and choose one of the following segments for primary* and secondary segmentation:

➡️ Select from dropdown > Save
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Once you have selected your desired level of segmentation, you need to set the breach details. You can notify staff based on user role within Commusoft or via email to user roles when a breach is approaching, and when the breach occurs.
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➡️ Enter breach name > Set the breach time in days, hours and minutes > Select user roles to be notified > Select user roles to receive an email about the breach > Select the email template.
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The notification of potential breach section is optional, however, it can help to stay on top of SLA jobs and ensure any required actions are taken beforehand and avoid costly breaches.
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➡️ Enter notification name > Set the notification time in days, hours and minutes > Select user roles to be notified > Select user roles to receive an email > Select the email template.
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Ensure you hit 'Save' in the bottom right of the screen before navigating away from the current screen to save changes.

With the SLA template setup complete, you can configure them in a contract template.