Service level agreements
Service level agreements (SLAs) allow the documentation and tracking of responses within a calculated time frame based on the due date. The SLA feature automatically calculates the due date and stamps it on Requests, Adverse Events, and Product Quality Complaints. The due date also drives the Alert field which is denoted on the record as a colored flag, the color of which is determined by the time left before the due date or if a due date was missed (e.g., red flag). View Calculations for more information.
Service level agreements are defined on the Local Setting custom metadata type through the following fields:
Note
The fields specified in the table are only the fields that apply to Service Level Agreements. The table is not inclusive of all Local Setting custom metadata types.
Fields
Field Label | API Name | Type | Description |
|---|---|---|---|
Business Hours Name | MED_Business_Hours_Name__c | Text(80) | API name of the associated Salesforce Business Hours record to apply. |
SLA Warning | MED_SLA_Warning__c | Number(2, 2) | SLA Warning in Business Hours before the due date. This sets the flag to orange and stamps the Due Date warning field. |
Request SLA | MED_Request_SLA__c | Number(2, 2) | SLA applied to Request cases in Business Hours before the due date. This sets the flag to red after the due date and stamps a date into the Due Date field. By default, a Request SLA is 40 Business Hours. |
Escalated Request SLA | MED_Escalated_Request_SLA__c | Number(2, 2) | SLA applied to escalated Request cases in Business Hours before the due date. This sets the flag to red after the due date and stamps a date into the Due Date field. By default, an escalated Request is 16 Business Hours. |
Adverse Event SLA | MED_Adverse_Event_SLA__c | Number(2, 2) | SLA applied to Adverse Events in Business Hours before the due date. This sets the flag to red after the due date and stamps a date into the Due Date field. |
Product Quality Complaint SLA | MED_Product_Quality_Complaint_SLA__c | Number(2, 2) | SLA applied to Product Quality Complaints in Business Hours before the due date. This sets the flag to red after the due date and stamps a date into the Due Date field. |
All calculations count only working hours as defined by the specified Business Hours record. Holidays specified on the Business Hours record are accounted for as well. For example, an SLA of 8 hours could stamp a due date 4 days later if there are short working hours and specified holidays.
Calculations
Due dates are calculated using the following approach:
“Escalated” is defined as the formula field
MED_Is_Escalated__c=true. Visit Escalation process for additional information.Due date calculations are in hours and only count business hours as defined by the Business Hours field on the Interaction (Case) which is automatically set to the Business Hours Name (
MED_Business_Hours_Name__c) record specified in the local settings).The due date is working hours from the opened date (which technically can be different from the created date to allow for loading and back-dating a request from offline).
The calculation is re-done if any of three events happen: record is created, escalation changes, opened date changes.