SLA is an acronym for Service Level Agreement. It is one of the most useful features of the Pega CRM platform. As part of the case management process, Service Level Agreements allow us to set targets and timelines. The major goal of SLA is to assist the task force in completing all tasks on time. Pega Rules Process Commander will keep track of each SLA rule's performance of a specific event action that was configured for that rule. By increasing the urgency number, also adjusts the urgency associated with that assignment.
A Service Level Agreement (SLA) establishes time intervals as a goal and time frame for standardizing how you solve work in your application. It establishes a time limit for completing the work. Pega establishes an SLA when we set a goal and a deadline. Service levels can be set for processes, steps, stages, and entire classes.
There are four levels in SLA. They are as follows :
Start : This is the point at which the service level timer starts ticking. It all starts at the zeroth hour.
Goal : Its purpose is to specify how long the assignments should take. This step is counted from the start of the assignment or case.
Deadline : The term "deadline" refers to the amount of time a case or process can take before it is considered late. It is calculated from the start of the assignment or case.
Passed Deadline : When the assignment or case has passed the deadline, the term "passed deadline" is used to indicate when further action should be taken. It calculates the amount of time that has elapsed since an assignment's deadline.
Following are the benefits of SLA :
* SLA ensures that your service provider and you are on the same page as far as standards and services are concerned. Setting explicit and measurable rules is vital since it reduces the possibility of client dissatisfaction and provides remedies if the commitments are not met.
* SLAs mention recourse to be taken in case of service commitments failure. If your service provider fails to meet their duties, it will have serious ramifications for your company's reputation. As a result, if performance standards are not reached, we must incorporate repercussions in the SLA.
* Your clients will have peace of mind with SLA. They have a contract that they may refer to in order to hold their service provider accountable and to specify the type of service they anticipate. They can lessen some of the consequences if the agreed-upon conditions are not reached by receiving financial compensation from their supplier.
