SLA - Service Level Agreement

Introduction

A Service Level Agreement (SLA) in Joget helps you define and maintain the quality of services within your processes. You can implement SLAs at both the process and activity levels to monitor performance and ensure service levels are met.

To generate SLA reports, you must first enable the Process Data Collector in each Joget app. For details, see Enabling Data Collection for SLA Implementation.

How does it work?

Setting limits for workflow activities allows you to define service levels for your processes. This helps participants understand their performance against these levels and allows you to generate reports to identify process bottlenecks.

How do you set SLA limits?

1. You will need to define the duration unit at the process's properties.
   
2. Define the SLA limits for the desired activities.
   
3. At runtime, view SLA indicators in the Inbox and the Running Processes administrative tab.
   

The SLA report menu provides two views:

• First Level: Overview of all process SLAs.
• Second Level: Overview of all activities under the selected process (accessed by clicking the process name in the first level view).

If your app has uncompleted activities/tasks, the Max Delay timer will continue to increment as the system calculates the maximum delay time based on the current time.

Guide to the SLA display columns

• Min Delay (Seconds): The shortest (minimum) delay across all activities per process.
• Max Delay (Seconds): The longest (maximum) delay across all activities per process. This value will continue to increase if there are pending or uncompleted activities for each process.
• Ratio On Time (%): Percentage count of activities completed on time or no delays divided by total activities.
• Ratio With Delay (%): The percentage count of activities delayed is divided by the total activities.
• Service Level Monitor: The Ratio On Time vs. Service Level indicator is configured in the General Settings fields Medium Warning Level and Critical Warning Level. If the Ratio On Time is less than the Medium Warning Level, it will change color to yellow. If it is less than the Critical Warning Level, it will change color to red.