SLA is an internal metric within SeeClickFix 311 CRM 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 is generally a contract between a service provider and the service receiver. However, within SeeClickFix 311 CRM, 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.
Important Note:
SeeClickFix 311 CRM SLA calculations exclude weekends and the following holidays:
New Year’s Day
Martin Luther King Jr. Day
Washington’s Birthday (Presidents’ Day)
Memorial Day
Juneteenth
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
Set SLA
SLA is set within each Request Category. To set an SLA within a Request Category, you must be an Owner-level user and navigate to Manage Organization, then select Request Categories. An SLA can be changed at any time within the Request Category.
Use SLA in Reports
For each Request Category, you can view how well your team is closing Requests within the SLA and how many issues are currently overdue.