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Service-level agreement (SLA) basics for designers

Service-level agreements

A service-level agreement (SLA) establishes a work completion deadline. Organizations often establish service-level agreements to enforce on-time performance. These obligations range from informal response-time promises to negotiated contracts. 

Service-level intervals

Each service-level agreement supports a few intervals of time that standardize how long you have to perform a task or resolve a case.

Consider a company's timesheet submission requirements. Employees must submit a timesheet within two business days of the workweek's end but no later than three business days.

In the following image, click the + icons to learn more about service-level intervals.

Types of service-level agreements

You can configure SLAs on case types, stages, processes, and Collect Information and Approval steps.

In the following image, click the + icons to learn about the different types of SLAs in an auto insurance company quote request case example.

Urgency value

Urgency is a numeric value that brings visibility to unresolved work in your application. An assignment has a default urgency of 10. For each interval, you define a value between 10 and 100 by which to increase the initial urgency. The maximum urgency is 100.

The higher the value, the higher the urgency. Typically, the urgency increases as an assignment advances to the next interval.

Consider the urgency values for the time sheet example in the table below.

  Start Goal Deadline
Time interval 0 hours 48 hours 72 hours
Increase urgency by +0 +10 +10
Urgency 10 20 30

Assignment priority

In Pega applications, assignment urgency indicates assignment priority.

The Pega Platform™ Get Next Work functionality assigns high-urgency tasks before low-urgency tasks to ensure that assignments finish on time. Between two or more assignments that users can perform, Get Next Work favors the assignment with the greatest urgency.

Urgency depicted as priority in Cosmos

In the Pega Cosmos design system, Urgency levels are translated to priority levels for users. 

  • Medium priority is a task with an urgency greater than 20 and less than or equal to 40.
  • High priority is a task with an urgency greater than 40.
Depiction of priority levels in the Cosmos design system

Escalation actions

Escalation actions are actions that your application takes to facilitate faster resolution times, based on a specified service-level agreement. You can configure escalation actions on service-level agreements to notify the assignee, the manager, and the participants; to reassign the task; or to resolve the case as the goals or deadlines occur.

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