Service-level agreement

A service-level agreement defines intervals of time that are used to standardize how you resolve work in your application. You can apply a service-level agreement to: cases, stages, steps, flows, and assignments.

Resolution times are measured as follows:

• Cases — Starts when a case is instantiated (or most recently reopened), and stops when the case is resolved.

  The service-level agreement rule is identified in the standard property .pySLAName, typically set through a data transform for the Work- class. The default value is the Default service-level agreement.

• Stages — Starts when a case enters a stage and ends when the case leaves the stage.

• Steps — Starts when a step starts and ends when the step ends or otherwise stopped.

  A step service-level agreement overrides a flow service-level agreement, if one is defined.

• Flows — Starts when a flow starts and ends when the flow ends or otherwise stopped.

  You can define a service-level agreement for a flow on the Process tab of the Flow form.

• Assignments — Starts when the assignment is created and appears in a workbasket or worklist and ends when the assignment is completed or the is stopped due to an error condition.

  The  time that a user opens the form and begins processing the assignment does not have any impact on resolution time.

  You can define a service-level agreement for an assignment in the properties panel of the assignment shape.

Tip: Use Case Designer to define service-level agreements for a cases, stages, and steps.

The Pega-ProCom agent detects service levels not achieved — unmet goals or deadlines — promptly. If a service-level agreement is not completed before the time limit, the system can automatically perform one or more actions such as notifying parties, escalating the assignment, reassigning the case, and so on.

Use the SLAs landing page (> Process and Rules > Processes > SLAs to identify the service-level agreements in the current application, and the flows or case types that reference them.

Case, stage, flow, and assignment service levels operate independently. For example:

• If you set a stage deadline for 1/21, and the stage contains an assignment deadline set for 1/21, the assignment deadline will not be passed until the stage is 10 days past its deadline.
• If an assignment is in error, its service-level agreement stops. However, the stage service-level agreement remains active even if the process is stopped and the case remains in the stage.

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