Manage Customer and Customer Site Settings

Use these settings to configure regions, service windows, public holidays, and SLAs.

Manage regions

Use regions to group locations and support technician assignment, filtering, and capacity planning.

Add a region

1. Select Settings > Business settings > Regions > Add new.
2. Enter a Name and Description.

3. Enter an Average travel time in minutes.

   The system uses average travel time to calculate capacity for tasks performed in the region.

4. Select a Time zone.
5. Select Save and continue.

Add a sub-region

1. Select Settings > Business settings > Regions.
2. Select the region you want to add a sub-region to.
3. Enter a Name and Description.
4. Select Save.

Manage service windows

Apply service windows to contracts to control when tasks can occur.

When you create a work order, the system uses the service window from the assigned contract.

If no contract exists, select a service window directly.

Add a service window

1. Select Settings > General settings > Service windows > Add new.
2. Enter a Name and Description.
3. Select Save & continue.

Set a weekly service window schedule

The weekly schedule defines technician availability for scheduling and dispatching.

1. Open Settings > General settings > Service windows.
2. Select a service window.
3. In Weekly schedule, select a day.
4. In the Hours, list select one of the following: 
   • Custom hours: Enter a custom start and end time for the day
   • 24 hours: Users are available the entire day
   • Off: User are unavailable the entire day
5. In the Schedule list, select a schedule type:
   • Single shift: A single start time and end time for the day

   • Split shift: Two separate segments, each with a start and end time.

6. Enter a Start time and an End time for the day.
7. Optionally, add a break:
   • Turn on Add break.
   • Enter break start and end times.
   • Enter minimum break duration.
8. Select Save.

Set a default service window

1. Open Settings > General settings > Service windows.
2. Select Set default window.
3. Select a service window.
4. Select Save.

Manage public holidays

Public holidays define non-working days across the organization.

Add a public holiday

You can apply public holidays to service windows.

1. Open Settings > General settings > Public holidays.
2. Select Add new.
3. Enter the holiday Name and Date.
4. Select Save.

Manage SLAs

Use SLAs to define response and resolution times for work orders.

The system uses SLAs to calculate deadlines based on work order priority.

Add an SLA

1. Select Settings > Business settings > SLAs > Add new.
2. Enter a Name and Description.
3. Select Save & continue.

Add SLA time frames

1. Open Settings > Business settings > SLAs.
2. Select an SLA.
3. In SLA time frames, select Add new.

4. Select a Priority.

   Work orders with this priority use the resolution time for SLA calculation.

5. Enter a Resolution time in minutes, hours, or days.
6. Select Save.