After testing the product, we discovered that SLA’s ( service level agreements) are not supported.
With SLA’s we understand that we have a commitment towards the customer to respect certain delays, for example:
4I4R:intervention within 4 hours of opening the call and resolution within 8 hours of opening the call.
8I: intervention within 8 hours;
NBD: Intervention next business day;
depending on the service window ( 8 to 18h00 or 24 hours on 24 ).
An SLA is typically attached to a serial number of an equipment OR to a customer.
When attaching an equipment to a work order or identify the customer name, automatically the closed by date is filled in.
In the list of work-orders that are not closed, we see which work orders are breaching the SLA ( late versus committed closed by date ).
Does your product or will your product support this feature?