SLA Tracking Domain

Overview#

A regulator asks a water utility to demonstrate that it met its four-hour restoration SLA for 95% of unplanned outages last quarter. The SLA Tracking domain has the answer ready: it recorded each outage event against the defined threshold, logged the timestamp when the breach occurred for the 4.3% that missed the target, and excluded three events that were flagged as major storm incidents from the standard calculation. The compliance rate, the breach count, and the major event exclusions are all documented and ready to export. The SLA Tracking domain monitors this entire picture: multi-type SLA compliance for work orders and outages, breach detection, and period-based reporting.

Key Features#

Multi-Type SLA Monitoring: Track compliance across five SLA types: response time, restoration time, first contact, dispatch time, and arrival time, each with configurable target thresholds.
Breach Detection: Automatically detect when actual performance exceeds SLA targets, recording breach timestamps and generating notifications for timely corrective action.
Compliance Statistics: Calculate overall compliance rates, breach counts, and performance breakdowns by entity type (work orders and outages) for reporting and management review.
Period-Based Reporting: Filter SLA statistics by time period to analyse compliance trends, identify seasonal patterns, and support regulatory reporting requirements.
Priority Classification: Associate SLA events with priority and utility type classifications, enabling differentiated analysis of performance across service categories.
Major Event Flagging: Flag SLA events associated with major storms or disasters for exclusion from standard compliance calculations, providing accurate performance reporting under normal operating conditions.
Work Order and Outage Coverage: Monitor SLA compliance for both planned work order activities and unplanned outage responses, providing comprehensive service performance visibility.

Use Cases#

SLA tracking is a compliance and operational management requirement across regulated utility and service sectors. Primary industries include electric power, water and wastewater, and natural gas distribution.

Regulatory Compliance: Demonstrate adherence to service level requirements mandated by utility regulators with documented compliance rates and breach records.
Performance Management: Track SLA compliance trends over time to identify areas where operational improvements are needed to meet service commitments.
Customer Communication: Provide accurate estimated response and restoration times to customers based on SLA targets and current performance data.
Storm Response Exclusion: Separately track SLA performance during major weather events to distinguish normal operations from extraordinary circumstances in compliance reporting.

SLA Types#

SLA Type	Description
Response Time	Time from report to initial response
Restoration Time	Time from outage to service restoration
First Contact	Time from report to first customer contact
Dispatch Time	Time from report to crew dispatch
Arrival Time	Time from dispatch to crew arrival on site

Integration#

The SLA Tracking domain connects with utility operations across the platform:

Work Order Management: SLA events track against work order lifecycle timestamps
Outage Management: Restoration SLAs monitor outage response performance
Analytics: SLA compliance data feeds operational dashboards
Reporting: Compliance statistics support regulatory filings

Open Standards#

GraphQL (June 2018 specification): All SLA event queries and compliance statistics are served through a GraphQL API, enabling clients to request precisely the fields and time-period filters they need without over-fetching.
IEEE 1366 (Guide for Electric Power Distribution Reliability Indices): The domain's core metrics, restoration time, response time, and major-event exclusion logic, directly implement the measurement methodology defined by IEEE 1366 for tracking distribution reliability performance.
ISO 8601 / RFC 3339: All event timestamps, breach timestamps, and period-filter boundaries are represented as ISO 8601 date-time strings, ensuring unambiguous interchange between the platform and external reporting systems.
JSON (RFC 8259): SLA event records and compliance statistics are serialised as JSON for transport across the GraphQL layer and for export to regulatory filing and analytics systems.
OAuth 2.0 (RFC 6749): Access to SLA data is gated through the platform's OAuth 2.0 authorisation framework, with bearer tokens carrying the tenant and organisation context used to scope every query.
JSON Web Token (RFC 7519): Individual requests are authenticated via signed JWTs, which carry the identity claims verified by the IsAuthenticated permission layer before any SLA record is read or written.

Last Reviewed: 2026-02-24 Last Updated: 2026-04-14