Service Level Agreements (SLAs) in FieldEx define the response and resolution timelines you promise to customers and let the platform track, warn, and report against those targets automatically. This article explains:
What SLAs are and how FieldEx applies them (Enterprise feature)
How to set up SLA Business Hours, SLA Steps, and SLA Packages
How SLAs drive at‑risk warnings, violations, and reporting in daily operations
What Is an SLA in FieldEx?
An SLA is a measurable time commitment such as “acknowledge a ticket within 4 hours” or “resolve a job order within 24 hours” that FieldEx monitors in real time. SLAs run only during the working windows you define (Business Hours). Each SLA can include one or more Steps (e.g., Response Time, Resolution Time), each with an At Risk threshold (pre‑breach warning) and a Violation threshold (breach).
SLAs are bundled into Packages and applied based on conditions (e.g., customer, priority, job type). When an item matches an SLA Package, FieldEx starts the clock, issues alerts as deadlines approach, and records compliance for reporting.
Availability: SLA is available on Enterprise plans. |
SLA Building Blocks
FieldEx SLAs comprise three configurable parts:
SLA Business Hours — Define when the SLA clock runs (work days/times).
SLA Steps — Define the timed targets (with At Risk & Violation thresholds) for specific statuses or phases.
SLA Packages — Combine business hours and steps, set conditions (Match All/Any), and assign customers.
SLA Business Hours
Path: Setup > SLA > Business Hours
Business Hours control the calendar windows in which SLA time is counted. Time outside these windows is paused.
Field | Description |
Name | Label for the schedule (e.g., “Weekdays 9–5”). |
Day Checkboxes | Select active days (Mon–Sun) that count toward SLA time. |
All Day | If checked, the SLA runs 24 hours for the selected day(s). |
Start / End Time | Working window for each selected day (e.g., 09:00–17:00). |
Tip: Create multiple Business Hours sets when you serve different regions or offer weekend coverage for premium customers. |
SLA Steps
Path: Setup > SLA > Steps
Steps describe the target timeframes for a specific phase/status in a ticket or job order lifecycle (e.g., time to first response, time to resolution). Each step can warn when it’s At Risk and mark a Violation when the target is exceeded.
Field Group | Fields | Explanation |
SLA Step Details | Name | Readable label (e.g., “Response Time 4h”). |
| Type | The measurement category (e.g., Response vs. Resolution); how the clock is evaluated for this step. |
| Status | The item status this step applies to (e.g., “Open”, “In Progress”). |
At Risk | Days, Hours, Minutes | Threshold before breach to trigger a warning (e.g., 3h 30m for a 4h response target). |
Violation | Days, Hours, Minutes | Hard limit after which the step is considered breached (e.g., 4h 0m). |
Good practice: Set the At Risk threshold ~10–20% before the violation time. This gives planners enough runway to reassign or escalate. |
SLA Packages
Path: Setup > SLA > Packages
An SLA Package combines Business Hours and one or more Steps, plus optional conditions and customer targeting. Packages decide where and when an SLA applies.
Field | Description |
Name | Display name for the package (e.g., “Enterprise Priority SLA”). |
Type | Select whether the SLA applies to Ticket or Job Order. |
Business Hours | Link to the Business Hours definition the package should use. |
Status | Enable/disable the package without deleting it. |
Enable for All Customers | If on, applies package globally unless constrained by conditions. |
Conditions (Targeting)
Conditions determine when a package is active. You can use both Match All (AND) and Match Any (OR) groups.
Fields | Examples |
Match All / Match Any | Apply when ALL of: Priority = High; Customer Segment = Gold. |
Attribute / Operator | Attribute (e.g., Priority, Job Type, Site Region); Operator (equals, contains, in list, greater/less than). |
Steps & Customers
List of SLA Steps — Select which predefined Steps the package enforces.
Customers — Optionally add specific customers to scope the package.
Tip: Use “Enable for All Customers” together with Conditions (e.g., Priority = High) to keep one package that self‑targets, instead of cloning many near‑identical packages. |
How SLAs Run During Operations
Match — When a ticket/job order is created or updated, FieldEx checks SLA Packages. If conditions match, the package attaches and the clock starts (within Business Hours).
Track — Each attached Step counts down. As the At Risk threshold approaches, approvers/owners are alerted.
Breach — Crossing the Violation threshold marks the step as breached. Notifications/escalations (if configured) fire.
Stop — When the step’s target state is met (e.g., resolved/closed), FieldEx stops the clock for that step and records the outcome.
Report — Compliance, at‑risk, and breach stats are available for review (e.g., by customer, priority, team).
Example SLA Scenarios
Emergency Breakdown (Job Orders) — Business Hours: 24×7; Steps: Response 1h (At Risk 45m), Resolution 8h (At Risk 6h); Conditions: Job Type = Emergency OR Priority = Critical.
Standard Support (Tickets) — Business Hours: Weekdays 9–5; Steps: First Response 4h (At Risk 3h), Resolution 24h (At Risk 20h); Conditions: Priority in [Normal, High].
Premium Customer SLA — Business Hours: Weekdays 8–8; Steps: Response 2h (At Risk 90m), Resolution 12h (At Risk 10h); Customers: Contoso Ltd., Northwind plc.
Best Practices & Notes
Keep steps simple — Start with Response + Resolution. Add more only when needed.
Warn early — Set At Risk at 10–20% before the violation to allow meaningful intervention.
Avoid overlaps — Ensure conditions don’t attach multiple packages to the same item unless intentional.
Regional hours — Create per‑region Business Hours if you serve multiple time zones.
Review monthly — Use SLA reports to find bottlenecks and adjust targets or staffing.