Contract SLAs and coverage

Contracts often promise faster response than your usual service, for example “attend within 4 hours”.

Set the targets

1. Open the contract and go to SLA & coverage.
2. Tick Contract target for each priority the contract changes.
3. Enter Attend within, Fix within and the Clock (24/7 or business hours).
4. Select Save SLA targets.

Priorities without a contract target use your company’s normal targets.

What happens to new jobs

When you log a job or convert an enquiry at a site under contract, you’ll see “Covered by contract…” with the attend time. The job:

• uses the contract’s targets for its priority,
• is charged as Contract if the contract covers labour (you can change it),
• and is linked to the contract, so it shows on the contract’s Jobs tab.

If a site is under more than one contract, you’ll be asked which one, or choose No contract.