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Overview#
The SLA Tracking domain monitors service level agreement compliance for utility work orders and outage responses. It records performance against defined SLA targets, detects breaches, and provides compliance statistics to help organizations meet their service commitments and regulatory obligations.
Key Features#
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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.
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Breach Detection - Automatically detect when actual performance exceeds SLA targets, recording breach timestamps and generating notifications for timely corrective action.
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Compliance Statistics - Calculate overall compliance rates, breach counts, and performance breakdowns by entity type (work orders and outages) for reporting and management review.
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Period-Based Reporting - Filter SLA statistics by time period to analyze compliance trends, identify seasonal patterns, and support regulatory reporting requirements.
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Priority Classification - Associate SLA events with priority and utility type classifications, enabling differentiated analysis of performance across service categories.
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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.
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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#
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Regulatory Compliance - Demonstrate adherence to service level requirements mandated by utility regulators with documented compliance rates and breach records.
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Performance Management - Track SLA compliance trends over time to identify areas where operational improvements are needed to meet service commitments.
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Customer Communication - Provide accurate estimated response and restoration times to customers based on SLA targets and current performance data.
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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
Last Reviewed: 2026-02-24