Service Level Agreement (SLAs)

What are SLAs?

SLA stands for Service Level Agreement. Service level agreements track how well requests are being serviced against pre-defined time goals. The system has two types of SLAs:

• SLA Response – This is the established goal for the initial response to a work order. Property team members should respond to a new work order within the specified time period.
• SLA Completion – This is the established goal for completing a work order. Property team members should complete a work order within the specified time period.

For more information, see TRAINING: Service Level Agreements - (SLA)