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SLA

SLA (Service Level Agreement) defines the maximum allowed times for processes and tasks execution within the Task Manager in Fintin.
SLA settings allow you to:

  • Define maximum execution times for processes
  • Set time limits for individual tasks
  • Automatically notify about breaches
  • Monitor team performance
  • Generate SLA reports

Accessing SLA Settings​

How to access:​

  1. Log in to Task Manager
  2. Navigate to "Domain Settings"
  3. In the "SLA" section, select "Configure"

SLA Configuration

Required permissions:​

  • Administrator role or
  • Special permissions to manage SLA

Basic Concepts​

Process SLA​

Definition: The maximum time from start to completion of the entire business process.

Example: The "Generic Application" process should be completed within 3 working days.

Task SLA​

Definition: The maximum time to complete a specific task within the process.

Example: The "Analyst Verification" task should be completed within 4 hours.

Time Format​

All times are defined in the format: dd:hh:mm

  • dd - days (00-99)
  • hh - hours (00-23)
  • mm - minutes (00-59)

Step-by-step SLA Configuration​

Adding a new configuration​

  1. Click the "Add New Configuration" button
  2. Select the process type from the dropdown list
  3. Check the relevant case and task types

Add New Configuration

Setting Process SLA​

  1. In the "Task Time Definitions" section
  2. Enter time in dd:hh:mm format
  3. This time defines the maximum duration of the entire process

Set Process SLA

Task SLA Configuration​

  1. In the "Task Time Definitions" section
  2. Click "Add Task Time"
  3. Select task types from the multi-select list
  4. Enter the maximum execution time for selected task types
  5. Repeat for different task type combinations

Configure Task SLA

Saving the Configuration​

  1. Verify the correctness of entered data
  2. Click "Save"
  3. Wait for the confirmation of saving

Save Configuration

Best Practices​

Setting Realistic Times​

  • ✅ Base on historical performance data
  • ✅ Consider complexity of various case types
  • ✅ Allow buffer for unforeseen situations
  • ❌ Avoid unrealistically short times

Differentiating SLA by Case Type​

  • ✅ Urgent cases = shorter SLA
  • ✅ Complex analyses = longer SLA
  • ✅ Routine operations = short SLA
  • ❌ Avoid using the same SLA for all case types

Monitoring and Adjustment​

  • ✅ Regularly review SLA reports
  • ✅ Adjust times based on actual results
  • ✅ Analyze reasons for breaches
  • ✅ Consult changes with the team

Communication with the Team​

  • ✅ Inform the team about new SLAs
  • ✅ Explain the business logic behind timings
  • ✅ Provide training if necessary
  • ✅ Collect user feedback

Troubleshooting​

SLA Not Working Correctly​

Problem: SLA does not function properly despite saved configuration

Possible causes and solutions:

  1. Incorrect time configuration

    • System accepts various time value formats
    • Validate entered values against business logic
    • Ensure times are realistic and aligned with processes

  2. Incorrect mapping of case and task types

    • Check if selected types correspond to actual processes
    • Ensure configuration covers all required combinations

  3. Conflicts between multiple configurations

    • Check for overlapping settings
    • Remove duplicate or conflicting configurations

Configuration Saving Errors​

Problem: Error during configuration definition

Possible causes and solutions:

  1. Invalid time format

    • Verify format dd:hh:mm
    • Ensure values are within allowed ranges

  2. Conflict with existing configuration

    • Check for duplicate configurations
    • Remove old configuration before adding a new one

  3. Lack of required permissions

    • Contact system administrator
    • Verify assigned user roles

Configuration Examples​

Example 1: Standard Credit Application​

Application type: Generic Application
Case type: Consumer Credit

Process SLA: 03:00:00 (3 days)

Task SLAs:

  • New: 00:02:00 (2 hours)
  • Waiting for analyst verification: 01:00:00 (1 day)
  • Waiting for client verification: 02:00:00 (2 days)

Example 2: Quick Consultation​

Application type: Consultation
Case type: Product Information

Process SLA: 00:08:00 (8 hours)

Task SLAs:

  • New: 00:01:00 (1 hour)
  • Waiting for analyst verification: 00:04:00 (4 hours)

Example 3: Contract Activation​

Application type: Contract Activation
Case type: Credit Card Activation

Process SLA: 00:04:00 (4 hours)

Task SLAs:

  • New: 00:00:30 (30 minutes)
  • Waiting for analyst verification: 00:02:00 (2 hours)