Welcome > Process Designer module > Design a basic process map > Activity > Configure the properties of an activity > Configure the general properties of an activity > Service Level Agreement

Service Level Agreement

Service Level Agreement (SLA) is the visual representation of a threshold status or job and activity state on a job list or work queue.

You can specify fully configurable SLA indicators for any job or activity allowing process participants to rapidly see when processes are at risk of exceeding targets, and allowing them to take corrective action if necessary.

TotalAgility supports a maximum of five statuses, which are defined at the server level. Three statuses—Red, Amber and Green—are available by default, with the option to include Black and Purple. The status titles, such as Red, Amber or Green are configurable.

See Configure the work process settings.

By default, the status changes prior to the target duration. To change the status after the target duration, a Post option is available.

See Set the SLA status indicator for an activity.

Configure the following settings for the process:

  1. Expected Duration = 2 hours

  2. Amber threshold = 1 hour

  3. Red threshold = 30 minutes (Post)

If the activity starts at 12:00:00 AM and the expected finish time is 2:00:00 PM:

  • Up to 1:00:00 PM, the SLA status indicator appears Green on the work queue. This means that the activity is pending and the current time is outside the Amber threshold.

  • When the time is 1:00:01 PM (less than 1 hour from the expected finish time), the SLA status indicator turns Amber. This means that the activity is still pending and due to be completed; the current time is within the defined Amber threshold.

  • When the time is 2:30:01 PM (30 minutes after the expected finish time), the SLA status indicator turns Red. This means that the activity is overdue. If the current time is within the defined Red threshold or exceeds the expected duration, the SLA status of the job remains Red.