VisionFlow Feature Tour - SLA Management

You can set Service Level Agreements (SLA) to ensure you are keeping a good service towards your clients.

Overview

In VisionFlow, an SLA is built up of one or more SLA Targets. A typical SLA Target can look like this:

  • Response 8h (The issue should respond to the client within 8 hours)
  • Resolution 24h (The issue should be completed within 24h)

SLA Target

A couple of typical SLAs can be:

  • Gold Support
    • Including SLA Targets
      • Response 1h
      • Resolution 16h

  • Silver Support
    • Including SLA Targets
      • Response 4h
      • Resolution 32h

SLA Overview

The hours of the SLAs are counted are specified in the work schedule in VisionFlow. You can set up one or more work schedules depending on how your organization is set up.

To tie up the SLA to a client you need to create a contract for that client (see more under Contract Management). You can there connect a Product to an SLA. You also specify between what dates the SLA is valid. This is especially useful if you sell support contracts on annual basis. If the client doesn’t renew the support contract, the default SLA is valid instead.

It is also possible to have an SLA that is not tied to a product. You specify this by not selecting a product in the contract. The SLA will now be valid for all products, except for the products that have specific SLAs connected.

Escalations

Escalation rules are project specific. You can change the owner, status and priority, as well as send email notifications.

SLA Escalations

SLA and issues

When SLA is activated for a project, you will be able to find the SLA and breach information in the Issue list.

SLA in issue list

A section (tab) named SLAs is also available on the issue:

SLA on issue