Adding Measures to an SLA

The user is able to add the following measures to an SLA:

Main Measure

A main measure of an SLA is the basis on which the most important aspects of work or maintenance is performed against an asset. The main measure is added by default when creating the SLA. refer to Create New SLA's

 

Secondary Measures

A secondary SLA is a contract between you and the external contractor or artisan who is performing the work. It is used to measure and monitor the contractor’s service to ensure that they perform the work within your expected time frame. Secondary SLAs are embedded in the main SLA. However, an SLA can only include one secondary SLA measure. Secondary SLAs can also be configured to automatically update a work order’s ‘Start On’ and ‘Complete By’ dates and times based on the SLA’s duration and when it was activated.

Secondary measures can be linked to calendars other than the calendar used for the main measure. i.e. Contractors / Employees Calendars

 

Additional Measures

Additional SLA measures can be added to a main SLA to measure and monitor specific internal processes or milestones within the work order’s life cycle. Additional SLA measures are embedded in the main SLA, and a main SLA can have multiple additional SLA measures. Unlike main SLAs and secondary SLAs, additional SLA measures cannot be configured to automatically update work orders’ dates and times.

Additional measures can be linked to calendars other than the calendar used for the main measure. i.e. Contractors / Employees Calendars

 

To add / edit a Main, Secondary or Additional measure to an SLA, you need to do the following:

  1. Open the main SLA's edit window and select the Measurements tab.
  2. Click the Insert Measurement () button to open the Service Level Measure edit window.

  3. Complete the fields on the Header tab:

 

Header
Description Provides a brief description of what the measure is used for. This is the name that appears below the measure on the work order's SLA tab.
Active Indicates whether the measure is available for use in On Key.

Details
Duration Specifies the overall duration for the measure. In other words, it specifies how long it may take for the work order to transition from the start status to the end status specified below.
  
For example, if the duration is set to 024:00, and the Start Status and End Status is set to 'Approved' and 'Completed' respectively, then the work order's status must be changed to 'Completed' within 24 hours of being approved.
Sequence Number Defines the order of the measures on the Measurements tab.
  
For example, if you want this to be displayed as the first measure after the main measure, specify a sequence value of 1
Start Status Specifies the work order status that activates the measure. In other words, the measure's 'timer' will start once the work order is set to this status.
End Status Specifies the work order status that deactivates the measure. In other words, the measure's 'timer' will stop once the work order is set to this status.
Ignore Calendar Indicates whether the measure must ignore the asset's work days and hours. If you select this option, then the measure will continue to run outside of the asset's working hours and days.
  
For example, say an asset's calendar specifies that it operates for 8 hours between 8:00AM and 04:00PM.
  • If the Ignore Calendar option is not selected, and a work order with an SLA duration of 6 hours is logged at 12:00PM, then its Required By date will be set for the following day at 10:00AM.
  • If the Ignore Calendar option is selected, and a work order with an SLA duration of 6 hours is logged at 12:00PM, then its Required By date will be set for the same day at 06:00PM.

This option can be enabled for main measures, secondary measures, and additional measures.
Main Measure Leave Main Measure Unchecked
Secondary Measure Check Secondary Measure as this Indicates whether the measure is a secondary measure or an additional measure. Select this option if the measure is a secondary measure, or leave it blank if it is an additional measure.
Set Start On Date Specifies whether the work order's ‘Start On’ and ‘Complete By’ dates and times should be updated automatically based on the measure's start and end statuses.
  
If you select this option, then work orders will be updated as follows:
  • Start On - set to the date and time the secondary SLA started
  • Complete By -  set to ‘Start On’ + secondary SLA duration. The SLA will fail if the work order‘s status is not changed to the secondary SLA’s end status before the ‘Complete By’ date and time.
This option can only be enabled for secondary measures.
Calendar A Calendar may or may not be selected. When selected, it could be different from the calendar selected for the Main Measure
 
  1. Add triggers and notifications to the measure on the Triggers tab.
  2. Click the Save Changes () button on the toolbar to save the measure.