Using Service Level Agreements (SLAs)

SLAs automatically calculate response times for all five timestamps of a service call. An SLA indicator is present in the Service Call window for calls covered by a service level agreement. When a service call is created, the response times are calculated. As the service call guaranteed time nears expiration, the user is visually alerted on the Service Monitor. To use service level agreements, you first create service level IDs. A service level ID assigns guaranteed times to each timestamp. You then can assign the service level ID to a location record or maintenance contract. When a service call is created, the response times are automatically calculated. These times, in turn, drive the Service Monitor, visually indicating as the timestamp nears expiration. Service level agreements are not used with MCC calls.

Using service level agreements involves the following steps.

Step 1: Create a Service Level ID

Select Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Service Levels.
Enter a Service Level ID and a Description.
Enter response times. These are the number of hours within which each timestamp must be met. That is, if your service level guarantees that a technician will be on-site in one hour, then enter 1.00 in the Arrived timestamp field. Remember, timestamps are user-definable. Also, you can enter partial times. For instance,.33 is equal to 20 minutes while.25 is equal to 15 minutes. The Service Level Setup window also displays the appointment statuses that are attached to each timestamp. For information about labeling the user-defined fields, see Labeling User-Defined Fields.
Enter notes, if necessary.
Select Save.

Step 2: Assign the Service Level ID to a Location or Maintenance Contract

You can assign service level IDs via location records and maintenance contracts. If a service level ID is assigned to a location and maintenance contract, the maintenance contract takes precedence.

Assigning the Service Level ID to a Location

Complete the Service Level ID field in the Location window. When a service call is created for this location, the service level ID will be used to calculate response times. This service level ID will be used to calculate guaranteed response times for calls that do not have a service level agreement assigned to them through a maintenance contract.

Assigning the Service Level ID to a Maintenance Contract

You can assign the service level ID to a maintenance contract in three ways: through a contract type, through a piece of equipment, or directly to the maintenance contract.

If	Then
You use contract types on most of your maintenance contracts	Assign the service level ID to a contract through the contract type.
Your equipment determines which service level is required	Assign the service level ID to the contract through the equipment record.
Your maintenance contracts greatly differ in which service level ID they use	Assign the service level ID directly to the maintenance contract.

If the service level ID assigned to a maintenance contract and the service level ID assigned to the equipment covered by the contract is different, the system uses the most urgent service level to calculate the response times. Further, if a service level ID is assigned to a location and a maintenance contract, the maintenance contract service level ID is used when creating a service call.

Assigning a Service Level to a Contract Through a Contract Type

You can assign a service level to a contract type and then assign the contract type to a maintenance contract.

Open the Contract Types Setup window by choosing Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > Maintenance > Contract Types.
Select an existing Contract Type or enter a new one.
Mark the Use Service Levels checkbox.
Enter a Service Level ID and select Save.
Assign this contract type to the maintenance contract in the Maintenance Contract window.

If the Use Service Levels checkbox isn't marked, the Service Level ID field will be disabled in the Maintenance Contract window when this contract type is selected.

If the Use Service Levels checkbox is marked, you can select a service level ID in the Maintenance Contract window. If you have existing maintenance contracts with contract types assigned, then you must mark the Use Service Levels checkbox to assign a service level ID to the existing maintenance contracts.

When the Use Service Levels checkbox is marked and a service level ID is entered, the service level ID defaults in the Maintenance Contract window. The service level ID can be changed if it's not password-protected.

If the Service Level ID field is password-protected and you select a contract type without a service level ID, you can enter a service level ID. Once the record is saved, you cannot override the service level without the password.

If the contract type assigned to a maintenance contract is changed and the Service Level ID field was filled in, changing the contract type will not change the service level ID. The service level ID changes if the field was originally blank.

Assigning a Service Level to a Contract Through a Piece of Equipment

If you want the equipment that is covered by a maintenance contract to determine response times, you can assign a service level ID to a piece of equipment that is attached to a contract. The Service Level ID field in the Equipment window is enabled when the piece of equipment is assigned to a contract.

Open an equipment record covered by a maintenance contract by choosing Cards > Service Management > Service Manager.
Select a customer and select the Contract indicator.
Select a contract and select Coverage.
Select Equipment and zoom on the Equipment ID field.
Enter a Service Level ID.
Select Save.

When inserting a piece of equipment on a maintenance contract, the maintenance contract's service level ID defaults on the equipment record. The service level ID can be changed if it's not password-protected.

When copying equipment, the service level ID will not copy since the new piece of equipment will not be covered by a maintenance contract.

The piece of equipment must be assigned to a maintenance contract for response times to be calculated.

Assigning a Service Level Directly to a Maintenance Contract

Complete the Service Level ID field in the Maintenance Contract window.

Step 3: Create a Service Call

After assigning the service level ID to a location or maintenance contract, create a service call by choosing the New Call button in the Service Manager window.
Complete the Service Call window as usual.

Notice the SLA indicator displays in the Service Call window. If you zoom on the indicator, the Service Level Call Inquiry window opens. This window displays the calculated response times in the Guaranteed Time/Date column. You can change the service level ID assigned to the call using the lookup window in the Service Level ID field.

A service call must have a call type of MC and a contract assigned to the call for response times to calculate.

Step 4: View the Service Call on the Service Monitor

Open the Service Monitor by choosing Inquiry > Service Management > Service Monitor.

Response times established for each service level ID drive the Service Monitor. When you create a service level ID, you establish guaranteed response times for one or more of the timestamp fields. The Service Monitor is updated as your service call nears expiration for each timestamp.

Step 5: Timestamp the Service Call

To meet your guaranteed times, you must timestamp the call in the Time Stamp window. See Timestamping Calls.

Open the Time Stamp window in one of the following ways:
- Select the clock button in the Remaining field on the Service Monitor.
- Select Time Stamp in the Service Call window.
- Select the clock button in the Identifier field on the Dispatch Board.
Timestamp the call by selecting one of the clock buttons in the Time Stamp window.

See also:

Printing Service Level Reports