SLA
SLA (Service Level Agreement) defines the time within which you commit to respond to a customer request and resolve their issue.
Planfix doesn’t have a separate “Enable SLA” button, but all the necessary tools for setting it up are available: reports, scripts, statuses, and planners.
Key metrics
An SLA usually includes two main parameters:
- Response time — how quickly you replied to the client’s first message.
- Resolution time — how long it took to close the task entirely.
In Planfix, these metrics are calculated based on the task status change history. For example, you can build a report that shows:
- how long the task was in the "New" status — this is the response time;
- how long the task was in the "In progress" status — this is the total resolution time.
Escalations for breaches
If a task is approaching the SLA limit or the deadline has already been missed, you can set up automatic escalation using scripts. For example:
- When a task moves to the "In progress" status, a delayed script is triggered for 15 minutes.
- If, after 15 minutes, the task is still in this status, the script will notify the supervisor or create an additional task.
- If the status changes before this time, the countdown restarts.
This approach allows you to respond to potential SLA breaches in time and prevent them.
Online SLA Monitoring
To track tasks that require a quick response, it's convenient to use a planner. For example, you can create a view that displays only tasks:
- in the "Waiting for response" status,
- with expiring response times,
- with overdue SLAs.
Such a planner helps you manage priority tasks in real time.
Mini-solution
If you don’t need a complex setup, you can create a simple SLA solution:
Statuses:
- “Waiting for reply” — awaiting customer response.
- “In progress” — handled by your team.
Scripts:
- When a comment is sent to the customer, switch status to “Waiting for reply.”
- When the customer replies — switch back to “In Progress.”
Reports:
- Time in “New” status — response time metric.
- Time in “In Progress” — total resolution time.
Planfix doesn’t offer a single “Enable SLA” switch because SLA depends on your process. But with status history, scripts, reports, and planners, you can build any SLA system — from simple to enterprise-level, with escalations, metrics, and data tags.