SLA Metrics

Service level agreements (SLAs) define the response and resolution time commitments that the maintenance team has with production areas or external customers. Without objective metrics, those commitments are impossible to verify and difficult to improve. Rela AI's SLA Metrics module records and analyzes compliance with those commitments automatically.

Each task created in the system goes through a measurable lifecycle: from creation to assignment, from assignment to the start of attention, and from start to resolution. The module calculates those times, compares them against the SLA thresholds configured for each priority level, and generates the reports needed to demonstrate performance or identify areas for improvement.

For organizations with maintenance contracts, these metrics are the objective evidence of contractual compliance. For internal teams, they are the basis for productive conversations about capacity, prioritization, and process.

What is it for?

• Measure whether the team is meeting response and resolution time commitments
• Identify in which task types or priorities SLAs are being missed
• Generate compliance reports for clients, executives, or audits
• Detect bottlenecks in the service process (slow response vs. slow resolution)
• Establish improvement goals based on objective historical data
• Justify resource needs with evidence of workload and compliance

How does it work?

The SLA metrics system is built on the lifecycle of maintenance tasks in Rela AI:

SLA threshold definition: The administrator configures target times for each priority level. For example: critical tasks must have a response within 30 minutes and resolution within 4 hours; high priority within 2 hours and 24 hours; normal tasks within 8 hours and 72 hours.

Automatic measurement: The system automatically records key timestamps for each task: creation, assignment, start of work (change to "in progress" status), and resolution (change to "completed" status). With that data it calculates:

• Response time: Time between creation and first active status change
• Resolution time: Total time from creation to completion
• Per-task compliance: Whether the task respected or exceeded the SLA according to its priority

Compliance rate: The module aggregates individual metrics to calculate the percentage of tasks that met SLA in the period, broken down by priority, area, technician, or asset type.

Priority distribution: Shows how task volume is distributed by priority level and compliance at each level. This reveals whether SLA problems are widespread or concentrated in certain priorities.

Trends: The module shows the evolution of compliance month by month, allowing you to see if performance is improving or deteriorating.

Using the Dashboard

To access SLA Metrics, navigate to Reports > SLA Metrics in the side menu.

Period summary: The main view shows the overall compliance rate for the selected period, average response and resolution times, and a comparison against configured targets. Indicators use traffic light colors (green/yellow/red) for quick reading.

Breakdown by priority: Table with separate metrics for each priority level: task volume, average response time, average resolution time, and compliance percentage. Quickly identifies whether non-compliance is concentrated in critical tasks or affects all levels.

Non-compliance analysis: List of tasks that exceeded SLA in the period, with the excess time and the responsible technician. Useful for root cause analysis in performance reviews.

Configure SLA thresholds: Go to Administration > SLA Configuration to define or update target times by priority. Changes apply to tasks created from that date forward — it does not retroactively modify history.

Export report: The "Export" button generates a PDF or CSV file with the metrics for the selected period, ready to share with clients or executives.