Service Level Agreements

Service Level Agreements

Service Level Agreements, or SLAs, are a contract between two parties regarding a service.  Setting up SLAs in Janitorial Manager helps maintain the turnaround time of work and services.

Creating SLAs

Editing SLAs

Adding SLAs

Work Order Level

Location Level

Customer Level

Email Notification

Creating SLAs

1. Navigate to Gear Icon > Manage Service Level Agreement.
2. Select + Add Service Level Agreement.
   
3. Fill in the information.
   • Name - The name of the Service Level Agreement.  Some examples may include: Health Emergency, Garbage Removal, Power Washing, etc.
   • Description - A short description of what the SLA entails.
   • Time (Hour) - The expected turnaround time in hours.  Decimals can be used to indicate minutes (0.5 can be used to add 30 minutes, etc.).
   • Visible to Customer - If selected, clients will be able to choose this SLA on the Customer Portal.
   • Default - If selected, and no other SLA is specified for a customer, location, or work order, this SLA will be used.
4. Select Save to create the SLA.
   
   

Editing SLAs

1. Navigate to Gear Icon > Manage Service Level Agreement.
2. Select the Edit Pencil in the Action column for the desired SLA.
3. Edit the information.
4. Select Save to confirm changes.

Adding SLAs

SLAs can be added to customers, locations, and work orders.

If no SLA has been specified for the customer, location, or work order level, the Default SLA will be used.

Work Order Level

Adding an SLA to a work order will override what has been specified for the location and customer level.

1. Navigate to Work Management > Manage Work Orders.
2. Create a new work order or select the Edit Pencil for an existing work order.
3. On the General subtab, select the SLA.
   
4. Optionally, add any SLA recipient email addresses.  Recipients will receive an email notification if the SLA has been violated (not completed within the specified time).  Multiple email addresses can be added.
   

Location Level

Adding an SLA to a location will override what has been specified for the customer level.

1. Navigate to Customers > Manage Location.
2. Create a new location or select the Edit Pencil for an existing location.
3. Under General Information, select the SLA.
   
4. Optionally, add any SLA recipient email addresses.  Recipients will receive an email notification if the SLA has been violated (not completed within the specified time).  Multiple email addresses can be added.
   

Customer Level

An SLA at the customer level will be used if no SLA has been specified for the location or work order level.

1. Navigate to Customers > Manage Customers.
2. Create or new customer or select the Edit Pencil for an existing customer.
3. Under General Information, select the SLA.
   
4. Optionally, add any SLA recipient email addresses.  Recipients will receive an email notification if the SLA has been violated (not completed within the specified time).  Multiple email addresses can be added.
   

Email Notification

If an SLA has been violated, SLA recipients will receive an email notification.  This allows the recipient, most likely a manager, to be able to address the work order to resolve the violation. 

The email is sent around five minutes after the SLA's turnaround time has been violated, and is sent from the account owner's email address.

The email notification includes:

• Customer Name
• Location Name
• Work Order Ref. #
• Scheduled Time
• Service Level Agreement Name
• Assigned Employees

For more information, or to send in a request to the Janitorial Manager support department, use the red 'Help' button in the bottom right corner of any Help Desk article.