SLA provides for monitoring and escalation against multiple time points for each task. Originally designed for the demands of PFI/PPP, the module is now widely used across TFM and other service provision contracts. The module is user configurable to assist in meeting contract requirements.
At the heart of the module is the SLA matrix, which allows customers to define all required contract and business rules. As each business rule is set, the user can define a series of reactive procedures against each business rule or a group of business rules. The matrix provides an interface to map contractual criteria against Concept™ data entities. Using this framework, the SLA engine can react and support the management of the contract on a real time basis.
Alongside the matrix is functionality to automate procedures. Instead of manual processes being required to escalate a helpdesk call, from a low level priority to a high level priority, a user can instruct the SLA module about the business rules associated with tasks, including how and when to initiate these rules.
Automated functions such as instructing supervisors to chase up helpdesk calls that are close to breaching the service level agreements is a simple example of what can be configured. Tools are also provided to allow interaction with e-mail, reports and the Concept™ database in order to help maximise efficiency and provide better levels of service.
- Available with Concept™ 500.
- ‘Program’ escalation procedures.
- Definable business rules against key entities including:
o Working hours
o Activity types
- Real-time performance cache.
- Automated performance failure monitoring.
- Measurement of five time-critical points for every task lifecycle.
- Supports the production of PFI/PPP performance and payment mechanisms.
- Proactive prevention of contractual breaches.
- Allows supervisors and managers to be kept fully up to date with real-time contract performance data.