SLA Configuration
Service Level Agreements (SLAs) allow you to set time-based targets for incident resolution. When an SLA deadline approaches or is missed, Nexalix sends automatic notifications so your team can take corrective action before it is too late.
How SLAs work
Section titled “How SLAs work”Each SLA rule defines a deadline for incidents that match certain criteria. When a new incident is created and matches a rule, Nexalix calculates the deadline based on the rule’s time limit and begins tracking.
- Warning notifications are sent when the deadline is approaching (based on a configurable warning threshold).
- Breach notifications are sent when the deadline has passed without resolution.
- Compliance metrics are calculated automatically and displayed in the SLA dashboard.
Creating an SLA rule
Section titled “Creating an SLA rule”- Go to SLA Rules in the sidebar.
- Click Create Rule.
- Configure the rule:
| Field | Description |
|---|---|
| Name | A descriptive name for the rule (e.g., “Water Leak — 4 Hour Response”). |
| Template | The incident template this rule applies to. Leave empty to apply to all templates. |
| Priority field | Optionally target a specific custom field value (e.g., Priority = “Critical”). |
| Deadline | The time limit in hours for resolving the incident. |
| Warning percentage | How far through the deadline (as a percentage) to send the warning notification. For example, 75% on a 4-hour rule sends a warning after 3 hours. |
- Click Save.
Viewing compliance
Section titled “Viewing compliance”The Compliance tab on the SLA Rules page provides an overview of how well your organisation is meeting its SLA targets:
- Overall compliance rate — The percentage of incidents resolved within their SLA deadline.
- Compliance by template — Breakdown by incident type, so you can identify which categories need attention.
- Trend chart — Visual representation of compliance over time.
Notifications
Section titled “Notifications”SLA notifications are sent via email and push notification (if the mobile app is configured) to the users assigned to the incident. Notifications include:
- The incident reference number and location.
- The SLA deadline and how much time remains (or how much time has elapsed since the breach).
- A direct link to view the incident.
Best practices
Section titled “Best practices”- Set realistic deadlines. Overly aggressive targets lead to chronic breach notifications, which teams learn to ignore. Start with achievable targets and tighten them over time.
- Use priority-based rules. Create separate rules for different priority levels — a critical water leak may need a 2-hour deadline, while a routine maintenance request might have 48 hours.
- Review compliance weekly. The compliance dashboard is most useful as a regular management tool, not just a reactive alert system.