SLA Category - Revision history

Amy: /* If the due date is missed */

2012-05-23T23:20:44Z

If the due date is missed

Amy: /* Missing SLA */

2012-05-23T23:20:27Z

Missing SLA

Amy: /* Assigning SLA Category to orders */

2012-05-23T23:00:36Z

Assigning SLA Category to orders

Amy: /* Assigning SLA Category to orders */

2012-05-23T23:00:14Z

Assigning SLA Category to orders

Amy: /* Missing SLA */

2012-05-23T22:59:47Z

Missing SLA

Amy: /* Missing SLA */

2012-05-23T22:55:18Z

Missing SLA

Amy: /* Assigning SLA Category to orders */

2012-05-23T22:49:45Z

Assigning SLA Category to orders

Amy at 22:45, 23 May 2012

2012-05-23T22:45:22Z

Amy at 22:30, 23 May 2012

2012-05-23T22:30:15Z

Amy: Created page with "The SLA Category (Service Level Agreement) defines if labor, material, or services are being charged for on an order and/or sets the due date on the order.
For example, you ..."

2012-02-15T17:10:29Z

Created page with "The SLA Category (Service Level Agreement) defines if labor, material, or services are being charged for on an order and/or sets the due date on the order. For example, you ..."

New page

The SLA Category (Service Level Agreement) defines if labor, material, or services are being charged for on an order and/or sets the due date on the order.

 For example, you have an agreement with your customer that you won't charge them for any labor on orders and you need to complete the work within 24 hours.
 - The SLA category can be set on a customer record so any order or itemized invoice created for that customer will have the SLA category assigned. (Go to Customer record > Rates tab)
 - You can also assign the SLA category to a maintenance contract that covers your customer's equipment. When you repair the equipment covered, the SLA category will cover that service order. See '''[[Maintenance Contracts]]''' for more information.

 To setup the SLA Category:
 1. Go to '''Setup''' module > '''Company''' > '''Lists'''.
 2. Select '''SLA Categories''' and click '''Edit''' in lower right corner.
 3. In the editor window, enter a name at the top.
 4. In the '''Apply charges for''' section, check labor, material or services if you want to charge for the items, or leave unchecked if you don't want the customer to be charged for those items when working on material covered on a maintenance contract. (image below)
 5. In the '''Due date options''' section, you can choose to let the SLA category populate a due date in the order based on settings in this section.

[[File:CreateSLACategory.png]]

 You can also manually select an SLA category on any service order and the rules defined in the SLA category will define what items will be charged for on the service or install order and drive the due date as applicable.

 Below is a screenshot showing the SLA Category due date rules populating the due date on a service order.
 [[File:SLADueDateOptionsSetup.png]]

← Older revision		Revision as of 23:20, 23 May 2012
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−	== If the due date is missed ==	+	== If the due date is missed for the SLA Category ==
	If you don't add labor to the order before the due date/time set by the SLA Category, the order status will change to the status set in the '''If order is not dispatched, set status''' field on the SLA Category.		If you don't add labor to the order before the due date/time set by the SLA Category, the order status will change to the status set in the '''If order is not dispatched, set status''' field on the SLA Category.

← Older revision		Revision as of 23:20, 23 May 2012
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−	== ~~Missing SLA~~ ==	+	== If the due date is missed ==
	If you don't add labor to the order before the due date/time set by the SLA Category, the order status will change to the status set in the '''If order is not dispatched, set status''' field on the SLA Category.		If you don't add labor to the order before the due date/time set by the SLA Category, the order status will change to the status set in the '''If order is not dispatched, set status''' field on the SLA Category.

@@ Line 41: / Line 41: @@
 <br>- You can manually assign a SLA Category to an order
 <br>- You can assign a SLA Category to a customer record on the Rates tab. Any order created for that customer will be assigned to that SLA Category automatically.
-<br>- You can assign a SLA Category to a maintenance contract. Any time you add any of the material covered on the maintenance contract to the Item Repair tab on an order, the SLA Category will populate based on the maintenance contact that equipment is on.
+<br>- You can assign a SLA Category to a maintenance contract. Any time you add any of the material covered on the maintenance contract to the Item Repair tab on an order, the SLA Category will populate based on the maintenance contract that equipment is on.

@@ Line 40: / Line 40: @@
 There are three ways to set a SLA Category on an order:
 <br>- You can manually assign a SLA Category to an order
-<br>- You can assign a SLA Category to a customer record on the Raes tab. Any order created for that customer will be assigned to that SLA Category automatically.
+<br>- You can assign a SLA Category to a customer record on the Rates tab. Any order created for that customer will be assigned to that SLA Category automatically.
 <br>- You can assign a SLA Category to a maintenance contract. Any time you add any of the material covered on the maintenance contract to the Item Repair tab on an order, the SLA Category will populate based on the maintenance contact that equipment is on.

@@ Line 35: / Line 35: @@
 [[File:MissingSLA.png]]
-<br>If you have Automated Email for SME, you can let SME send an email to you when an order hits the status set in the field above. this way you are alerted if you didn't schedule labor by the due date.
+<br>Tip - If you have Automated Email for SME, you can let SME send an email to you when an order hits the status set in the field above. this way you are alerted if you didn't schedule labor by the due date.
 == Assigning SLA Category to orders ==

← Older revision		Revision as of 22:55, 23 May 2012
Line 35:		Line 35:
	[[File:MissingSLA.png]]		[[File:MissingSLA.png]]

		+	<br>If you have Automated Email for SME, you can let SME send an email to you when an order hits the status set in the field above. this way you are alerted if you didn't schedule labor by the due date.

	== Assigning SLA Category to orders ==		== Assigning SLA Category to orders ==

@@ Line 5: / Line 5: @@
 <br> - You can also assign the SLA category to a maintenance contract that covers your customer's equipment. When you repair the equipment covered, the SLA category will cover that service order. See '''[[Maintenance Contracts]]''' for more information.
-<br>To setup the SLA Category:
-<br>1. Go to '''Setup''' module > '''Company''' > '''Lists'''.
+== To setup the SLA Category ==
 <br>2. Select '''SLA Categories''' and click '''Edit''' in lower right corner.
 <br>3. In the editor window, enter a name at the top.
 <br>4. In the '''Apply charges for''' section, check labor, material or services if you want to charge for the items, or leave unchecked if you don't want the customer to be charged for those items when working on material covered on a maintenance contract. (image below)
 <br>5. In the '''Due date options''' section, you can choose to let the SLA category populate a due date in the order based on settings in this section.
+<br>[[File:CreateSLACategory.png]]
 <br>Below is a screenshot showing the SLA Category due date rules populating the due date on a service order.
 <br>[[File:SLADueDateOptionsSetup.png]]
 <br>If you are letting the SLA Category set a due date based on Hours (like in screenshot below), SME will take into account your business hours so a due time won't be set that is past your business hours.
 <br><br>[[File:SLACategory_HourSpan.png]]
@@ Line 28: / Line 28: @@
 <br>- Set the number of hours per day your company operates in the '''Dispatch hours per day''' field.
 <br>- The End of Business time is Start Time + the number of dispatch Hours per day.

← Older revision		Revision as of 22:30, 23 May 2012
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	<br>Below is a screenshot showing the SLA Category due date rules populating the due date on a service order.		<br>Below is a screenshot showing the SLA Category due date rules populating the due date on a service order.
	<br>[[File:SLADueDateOptionsSetup.png]]		<br>[[File:SLADueDateOptionsSetup.png]]
		+
		+	<br>If you are letting the SLA Category set a due date based on Hours (like in screenshot below), SME will take into account your business hours so a due time won't be set that is past your business hours.
		+	<br><br>[[File:SLACategory_HourSpan.png]]
		+	<br>For example, if your business hours are from 8 - 5pm and you create an order at 4pm today and the SLA Category rule is set for a 4 hour response time, the due date won't be set for 8pm that day, but instead 11am the next day.
		+
		+	<br>'''Set your start and end of business times:
		+	'''<br>[[File:SLA_StartAndEndOfBusiness.png]]
		+	<br>- Set your Start of Business time in '''Setup''' module > '''Company''' >''' System''' > '''Start Time''' field
		+	<br>- Set the number of hours per day your company operates in the '''Dispatch hours per day''' field.
		+	<br>- The End of Business time is Start Time + the number of dispatch Hours per day.

SLA Category - Revision history

Amy: /* If the due date is missed */

Amy: /* Missing SLA */

Amy: /* Assigning SLA Category to orders */

Amy: /* Assigning SLA Category to orders */

Amy: /* Missing SLA */

Amy: /* Missing SLA */

Amy: /* Assigning SLA Category to orders */

Amy at 22:45, 23 May 2012

Amy at 22:30, 23 May 2012

Amy: Created page with "The SLA Category (Service Level Agreement) defines if labor, material, or services are being charged for on an order and/or sets the due date on the order. For example, you ..."

Amy: Created page with "The SLA Category (Service Level Agreement) defines if labor, material, or services are being charged for on an order and/or sets the due date on the order.
For example, you ..."