Skip to main content

Search

We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Service Level Agreement (SLA) Overview

  • Updated:

SLA is an internal metric within SeeClickFix that identifies the length of time (between opening and closing) that a Request, which is reported using a specific category, should take.

  

A Service Level Agreement generally refers to a contract between a service provider and the service receiver. However, within SeeClickFix, SLA is only visible internally and should be used as a benchmark for department heads to understand their staff's efficiency. This is an internal-only performance metric. SLA times can be set in days and weeks and are calculated Monday through Friday, 9 a.m. to 5 p.m., in the organization's time zone, and account for federal holidays.

 

Set SLAs

SLA is set within each individual Request Category. In order to set SLAs within a Request Category, you must be an Owner-level user to be able to navigate to Manage Organization > Request Categories. An SLA can be changed at any time within the Request Category.

 

Use SLAs in Reports 

For each individual Request Category, you can view how well your team is closing Requests within the SLA and how many issues are currently overdue.   

Comments

Let us know what was helpful or not helpful about the article.

0 comments

Please sign in to leave a comment.