User Guide › Tracking › SLA

1. Overview

The SLA (Service Level Agreement) module allows administrators to define measurable service level rules that are tracked against contracts. Each SLA connects to an external data source — either a database via a Data Connector or an email inbox via an Email Connector — and evaluates performance on a scheduled basis.

SLAs are the engine behind the contract RAG (Red, Amber, Green) indicator. Once created, SLAs are assigned to a contract's RAG blocks in the Contract module. The system evaluates SLA performance on schedule, and the results drive the contract's RAG colour, which is visible in the contract listing and dashboard.

Two SLA Types

Prerequisites

• For Data Connector SLAs:
  • At least one Data Connector must be created and tested.
  • At least one KPI must be defined (maps to a column in the connected database table).
  • SLA Type values must be configured in Organisation → Catalogs (Type = SLA Type).
• For Email Connector SLAs:
  • At least one Email Connector must be created and tested.
  • SLA Type values must be configured in Organisation → Catalogs (Type = SLA Type).
• Service Period values must be configured in Organisation → Catalogs (Type = Service Period).
• Notification templates should be configured in the Notification module (for SLA review notifications).

2. SLA Listing

1. In the left navigation, under Tracking, click SLA.
2. The SLA List shows all defined SLAs with their Name and KPI/Email Connector reference.
3. Use the filter dropdowns and Search button to locate an SLA.
4. Click Add SLA to create a new SLA.

SLA Listing

2.1 Listing Columns

3. Creating a Data Connector SLA

A Data Connector SLA measures a KPI metric value from an external database and compares it against a target value or another KPI using a comparison operator.

1. On the SLA List page, click Add SLA.
2. Select Email/Connector Based: Data Connector.
3. Select an SLA Type (required) — the SLA category, from Organisation → Catalogs (Type = SLA Type).
4. Enter a Name (required) — a descriptive name for this SLA.
5. Click the Schedule button to configure how often the system fetches data from the connector and evaluates this SLA (e.g. daily, hourly).
6. Enter a Description — optional notes about the SLA.
7. Select a KPI (required) — the KPI whose metric value is measured. This determines what data is read from the external database.
8. Select a Compute operator (required) — how the KPI value is compared against the target. Options:
   • < — less than
   • > — greater than
   • <= — less than or equal to
   • >= — greater than or equal to
   • Equals — exactly equal to
   • % — percentage comparison
9. Set the target — either:
   • Enter a Numeric value — a fixed target number (e.g. KPI > 100), OR
   • Select a second KPI (optional) — compare the primary KPI against another KPI's value (e.g. KPI1 > KPI2).
10. Enter Service Credit, Cost to Rectify, and Business Impact Cost — monetary values ($) representing the financial impact when this SLA is breached. Used for reporting and cost tracking.
11. Select a Service Period (required) — the evaluation period, from Organisation → Catalogs (Type = Service Period).
12. Select an SLA Review — how often the SLA should be formally reviewed (similar to contract scheduled reviews).
13. Select a Start Date (required) and End Date (required) — the period during which this SLA is active.
14. Enter a Reviewer Email — the email address of the person responsible for reviewing this SLA.
15. Select a Notification — the notification template (from the Notification module) used when sending SLA review alerts.
16. Click Save.

SLA Add Form Data Connector type

3.1 How the SLA Rule Works

The SLA defines a rule in the format:

KPI [operator] Target Value   or   KPI [operator] Another KPI

For example:

• Delivery Count > 100 — the SLA passes if the KPI "Delivery Count" returns a value greater than 100.
• Archiving Count >= External Archiving KPI — the SLA passes if the first KPI's value is greater than or equal to the second KPI's value.

The system evaluates this rule on the configured schedule. Pass/fail results drive the RAG indicator on contracts where this SLA is assigned.

4. Creating an Email Connector SLA

An Email Connector SLA monitors an email inbox for messages from specified senders. It checks whether emails have been received from the configured sender addresses in the Email Connector's mailbox.

1. On the SLA List page, click Add SLA.
2. Select Email/Connector Based: Email Connector.
3. Select an SLA Type (required) — from Organisation → Catalogs.
4. Enter a Name (required).
5. Click the Schedule button to configure how often the system checks the mailbox.
6. Enter a Description — optional notes.
7. Select an Email Listener (required) — the Email Connector whose mailbox the system monitors.
8. Enter Email Senders (required) — the email addresses to monitor. The SLA checks whether emails from these senders have been received in the Email Listener's mailbox.
9. Enter Service Credit, Cost to Rectify, and Business Impact Cost — breach cost values ($).
10. Select a Service Period (required) — from Organisation → Catalogs.
11. Select an SLA Review — review frequency.
12. Select a Start Date (required) and End Date (required).
13. Enter a Reviewer Email.
14. Select a Notification — notification template for review alerts.
15. Click Save.

SLA Add Form Email Connector type

5. Common Fields (Both Types)

The following fields appear on both Data Connector and Email Connector SLA forms:

6. How SLAs Connect to Contracts

SLAs are not directly attached to contracts from this module. Instead, the connection is made in the Contract module:

1. Open a contract in edit mode.
2. Navigate to the Operational tab → SLA section.
3. Add a RAG block (Red, Amber, or Green).
4. Within each RAG block, select one or more SLAs.
5. Configure escalation contacts and notification settings for the RAG block.

The system evaluates all SLAs assigned to a contract on their configured schedules. The results determine the contract's RAG colour, which is displayed in the contract listing and drives alerts and escalations.

7. Schedule Configuration

When you click the Schedule button on an SLA (or anywhere else in the platform that uses scheduling — Contract Transactions, Customer Billing, etc.), a Schedule popup opens. The configuration options are the same across all modules.

7.1 Timing Mode

At the top of the popup, choose one of two timing modes:

Screenshot 2026-05-31 at 6.26.19 PM

7.2 Frequency Options

Below the timing mode, select how often the schedule runs:

Daily

Runs every day at the configured time. An additional Every Weekday option excludes weekends (Saturday and Sunday).

Screenshot 2026-05-31 at 6.26.48 PM

Weekly

Runs on selected days of the week, with a configurable interval:

• Every [N] week(s) on — set the number of weeks between runs (e.g. every 1 week, every 3 weeks).
• Select one or more days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday.

Screenshot 2026-05-31 at 6.27.04 PM

Monthly

Runs on a specific day of selected months:

• On day [N] of — set the day of the month (e.g. 1, 5, 15).
• Select one or more months: January through December.

Screenshot 2026-05-31 at 6.27.23 PM

Yearly

Runs once a year on a specific day of a specific month:

• Day [N] of every [month] — set the day and select the month from the dropdown.

Screenshot 2026-05-31 at 6.27.40 PM

7.3 Message Panel

The Message Panel displays a human-readable summary of the configured schedule in red text. This updates automatically as you change settings, so you can confirm the schedule is correct before submitting. Examples:

• "Schedule to run every day @ 00:15"
• "Schedule to run @ 00:15 on Monday, Tuesday every 3 weeks"
• "Schedule to run @ 00:15 on 5 every January, May, June, March"

Click Submit to save the schedule, or Cancel to discard.

8. Tips

• Create KPIs first (for Data Connector SLAs) — the SLA form depends on having at least one KPI defined.
• Use meaningful SLA names that describe the rule (e.g. "External Archiving > 50 Daily" rather than "SLA 1").
• Configure the Schedule before saving — this determines how often the SLA is evaluated. Without a schedule, the SLA will not be checked automatically.
• Set the breach cost fields (Service Credit, Cost to Rectify, Business Impact Cost) to enable accurate financial reporting on SLA failures.
• Use the second KPI comparison (instead of a fixed numeric value) when the target is dynamic — for example, comparing actual delivery count against expected delivery count.
• Ensure Start Date and End Date align with the contract period — an expired SLA will not drive RAG updates.
• SLA Review + Reviewer Email + Notification work together — set all three to enable automatic review reminders.
• For Email SLAs, use specific sender addresses in Email Senders to avoid false positives from unrelated emails.

9. Troubleshooting