Service Level Agreements
Service Level Agreements (SLAs) define expected service time-frames for task response and resolution, automatically applying performance targets based on configurable criteria. The SLA framework consists of interconnected components: Calendar Sessions define available working hours (for example, 8am-5pm weekdays), Calendar Days group sessions into daily patterns (for example, Standard Workday, Weekend, Holiday), Calendar Templates create repeating patterns (for example, 4-week rotation schedules), Calendars assemble these elements into complete schedules (for example, School Term calendar with term-time working hours vs holiday hours), the SLA Matrix applies time targets to matching tasks (for example, Priority 1 Emergency tasks must be responded to within 15 minutes during working hours), and SLA Preferences control calculation methods. When a task is created, the system evaluates the SLA Matrix criteria (Priority, Issue Type, Building, Contract, Asset System combinations), applies the first matching rule's time targets (Respond, Attend, Contain, Fix, User), and calculates target deadlines using the associated Calendar's working hours—ensuring SLA clocks only count valid working time, not weekends or holidays. This enables accurate performance monitoring, supports contractual compliance, and facilitates resource planning based on committed service levels.
Settings > Service Level Agreements > SLA Editor
| Icon | Feature | Description |
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| SLA Calendars | ||
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Calendar Sessions |
The Calendar Sessions feature in MRI Evolution enables organizations to define and manage time periods for SLA calculations, such as working hours or complex schedules like school terms. By grouping hours into Calendar Sessions, users can ensure that SLAs are measured accurately and reflect real-world operating conditions. |
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Calendar Days | Calendar Days define when appointment related activity can occur (e.g. working days for booking). Each record is a container that can later have one or more Calendar Sessions assigned to specify available time blocks. |
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Calendars | The Calendars configuration establishes process configuration that enhances operational efficiency within the SLA Settings area. It provides a comprehensive approach to defining, organizing, and managing the calendars parameters that support operational efficiency across related Evolution functions. |
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Calendar Templates | Calender Templates allow a pattern of days to be set up that can be used within Calenders to quickly set up Calender Dates. |
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SLA Matrix | The SLA Matrix allows a User to build a specific SLAs matrix (Service Level Agreements) for their Business. |
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SLA Preferences | SLA Settings enable the preferences to be set for Calender Session response times. |