SLA Management

An SLA is a time commitment: urgent tasks are addressed within 15 minutes, high-priority within 30, normal within one hour. Without configured SLAs, a critical alarm can go unattended for hours without anyone noticing. With active SLAs, the system runs the clock — alerting the technician when time is running low, escalating to the supervisor if there is no response, and permanently recording whether the deadline was met or missed.

What is it for?

Plants with critical equipment have uptime commitments — guaranteed minimum operating time. When equipment goes down, every minute counts. SLAs translate that commitment into concrete deadlines for each type of task.

SLAs allow you to:

• Guarantee that no critical alarm goes unattended due to oversight
• Document response time compliance for audits and clients
• Identify which departments or technicians consistently miss deadlines
• Activate the escalation chain automatically without relying on anyone remembering
• Measure maintenance team performance with objective data

How does it work?

Every task created in the system — by the agent, by the preventive maintenance plan, or manually — has a priority (urgent, high, medium, low). When the task belongs to a department with a configured SLA, the system automatically calculates two deadlines:

• Response deadline: how long the technician has to acknowledge the task
• Resolution deadline: how long they have to complete it

From that moment, the clock runs. The system monitors continuously and generates alerts at three points:

The breach record is final: it cannot be removed from the history. This guarantees the integrity of compliance reports.

How to use it?

Configure an SLA for a department

1. Go to Organization > Departments.
2. Open the department you want to apply the SLA to.
3. In the SLA section, click Configure SLA.
4. Assign a name to the SLA (e.g., "Mechanical Maintenance SLA").
5. Define times per priority:

6. Save. The SLA is automatically applied to all new tasks in that department.

View tasks at risk of breach

The SLA dashboard shows in real time all tasks with the clock running:

• Green: the team has more than 50% of available time remaining
• Yellow: between 50% and 90% of time consumed — attention zone
• Red: exceeded 90% or already breached the deadline

This view is the maintenance coordinator's daily tool: at a glance they know which tasks need urgent attention before they expire.

Pause the SLA timer

There are situations where a task cannot progress due to causes outside the technician's control:

• Waiting for parts: the component is on order but has not arrived
• Waiting for authorization: approval is needed before proceeding
• Equipment in production: it cannot be serviced until the line stops

In these cases, change the task status to "On hold" with the justification. The SLA clock pauses while the task is in that state and resumes when it returns to active status.

View the compliance report

Go to Tasks > SLA Report to see the compliance history:

• Percentage of tasks responded to on time by department and period
• Percentage of tasks resolved on time
• Actual average response and resolution time by priority
• List of breaches with detail for each case
• Cross-department comparison

The report can be filtered by department, period, and priority. It is the primary document for performance reviews and quality audits.

Key benefits

• Automatic clock that starts from the moment each task is created
• Three alert levels that escalate the issue without manual intervention
• SLA pause with justification for cases with external dependencies
• Permanent breach records for audits and performance history
• Real-time dashboard with traffic light indicators for tasks approaching deadline
• Compliance reports by department and period for management meetings

Common use cases

Scenario 1: Guarantee overnight response The plant operates 24/7 and critical equipment cannot wait until the morning shift. The Electrical Maintenance department SLA is configured as: urgent tasks — response in 15 minutes, resolution in 2 hours. At 2:30 AM the agent creates an urgent task for a distribution panel failure. The on-call technician receives the WhatsApp. If by 2:41 AM (75% of the 15-minute window) they have not acknowledged the task, they receive another WhatsApp reminder. If by 2:44 AM there is still no response, the supervisor receives the escalation. Equipment is never left down because no one saw the alert.

Scenario 2: Demonstrating compliance to a client A manufacturing company has in its contract with a pharmaceutical client a guarantee of 99.2% availability of the filling line. At the end of the month the maintenance manager generates the SLA report for the line department: 98.7% of urgent tasks responded to on time, 99.1% resolved on time. The only breach of the month was a task that waited 6 hours for an imported part to arrive — recorded as "On hold" with the justification. The client receives the report as evidence of SLA contract compliance.

Scenario 3: Identifying a department with response problems Management notices that the number of alarms in the auxiliary services area is increasing. They open the comparative SLA report by department. The Facility Maintenance department has 67% compliance on high-priority tasks — significantly lower than the other departments (88-94%). Reviewing the detail, they find the problem is consistent in the night shift: there is one fewer person on that shift than on the others. The night shift staffing is adjusted.