Tip #5: Service Level Agreement (SLA) in Orchestly

Tip #5: Service Level Agreement (SLA) in Orchestly



SLA accords your employees with a sense of responsibility, ensuring timely delivery of work items in the organization. It also improves accountability within teams, encouraging individuals to complete their tasks well before deadlines. 
 
SLA in Orchestly allows you to set deadlines for stages and trigger escalations when the set deadlines are not met. You can send advance reminders about the deadline, set day-of reminders to prioritize everyday tasks, and send escalation emails when the deadline has elapsed. 
 
Let's consider a business case to gain better insights. Bob owns a maintenance agency that promises to address consumer complaints within 3 days. Let's see how Bob automates the company's workflow by configuring SLAs in Orchestly. 

Early reminders:

Bob can send early reminder emails to technicians one or two days before the stage deadline. This will help technicians plan their work in advance. You can configure any number of recipients in SLAs. You can also add recipients in CC and BCC fields.
  • 3 early reminders can be configured for each stage.



Day-of reminder:

Bob can send day-of reminder emails to the technician and his manager to alert the day’s tasks to them. If a technician is overloaded, the manager can reassign the job to a different technician.
  • Only one day-of reminder can be configured for each stage.
 

Escalation alerts:

If a stage is not completed even after the deadline, an email can be configured to trigger escalation actions. Orchestly also allows you to configure multiple levels of escalation. Here, Bob can configure a first-level escalation to the technician’s manager, second-level escalation to senior manager, and a third-level escalation to the company’s director. 
  • 3 escalation alerts can be configured for each stage.

Users can track their Upcoming Jobs and Overdue Jobs with respect to SLAs using the default job views. The remaining time or elapsed time for each stage will be displayed in the respective job. 




Bob can thus automate his processes using SLAs in Orchestly. Try out SLAs for your business and let us know it helps. If you have any questions or suggestions, leave a comment below or email us at support@orchestly.com.