Service Level Agreement (SLA) Policies are the urgencies used in work orders. They establish the due dates and times when issues are submitted.
There are four urgency levels in Easyworkorder:
- Low
- Medium
- High
- Urgent
When work orders are created, users select what the urgency level of the request is. For example, a broken window in the front entrance of a building would be considered Urgent.
In addition to setting the resolve by dates and times of urgencies, you can set respond within times as well. Some tenants, for example, might have an agreement in their lease that calls for a response to all issues within two hours. That requirement can be set in the SLA Policy screen.
Policies set in the SLA Policy screen are defaults for all buildings. This is useful if all or most all of your settings do not change. However, when there are differences between buildings, each building can have customized SLA Policies, changed within the overview of the specific building.
Pro Tip: Set your default SLA Policies prior to setting up your buildings. This way, when new buildings are added to your portfolio, there’s no setup needed for their urgency levels. They will inherit the defaults that you set beforehand.
The following videos will show you how to set a default SLA Policy and how to customize a specific building: