SLA’s are grouped KPI’s per action type, like PATCH_INSTALL or FTU_CONSTRUCT. A KPI can be breached or not, and has the following properties:

• a short unique name / title (for instance: “Create HAS before PoP RFS“)
• a description (for instance: “Create HAS before PoP RFS measured by HASdate as determined by g.Task“)
• a measurement: the time between two task statuses. (For example between RECEIVED and DELIVERED)
• a context: some task fields which have a predefined value (For example: DELIVERYSTATUS = 2)

 Additional to the KPI’s, an SLA has the following properties:

• a reporting interval.
• a target / max or minimum threshold

KPI’s are configurable and are visible in the portal once configured in the Admin portal. Dashboards will show the following detail about the SLA status:

• Number of Tasks within SLA
• Number of tasks with expired SLA
• Number of Tasks without SLA
• Number of Tasks with SLA stopped

After calculating SLA vs KPI for a tasks, SLA service publishes a message to RabbitMQ, after which Task service consumes this data and update its database. Any update in a task will directly lead to changes in the SLA status.

SLA Dashboard

By clicking on the number shown in the dashboard, you will get an overview of the corresponding TASKS.

The activation time of an SLA can be adjusted to the value type and task type and the party. The remaining days start calculating as soon as a task is created that fulfills the requested criteria. The remaining days are visible on the GUI in the TASK detail page and the TASK overview Page.

SLA days of a task

The remaining SLA days of a task are shown in the Taskset detail overview. The OutTask level shows the SLA of the task that has the SLA with the smallest days remaining. Remaining days stops calculating when the task is set to the following statuses:

• When changed to ON_HOLD
• When changed to TERMINATED
• When changed to CANCELLED

The SLA will continue as soon as the status is changed again to the Work In Progress status.

Visibility SLA

SLA are visible on the search overview page and the detail page on both Taskset and Task level. The SLA’s are only visible for the tasks that are assigned to your company. This way a contractor can not see the SLA remaining days of the AO and the AO can not see the SLA remaining days of the contractor.

The dashboard will only show the SLA status and amount of tasks that are related to your organization.