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SLAs automatically calculate response times for all five timestamps of a service call. An SLA indicator is present in the Service Call window for calls covered by a service level agreement. When a service call is created, the response times are calculated. As the service call guaranteed time nears expiration, the user is visually alerted on the Service Monitor. To use service level agreements, you first create service level IDs. A service level ID assigns guaranteed times to each timestamp. You then can assign the service level ID to a location record or maintenance contract. When a service call is created, the response times are automatically calculated. These times, in turn, drive the Service Monitor, visually indicating as the timestamp nears expiration. Service level agreements are not used with MCC calls.

Step 1: Create a Service Level ID

1. Select Microsoft Dynamics GP > Tools > Setup > Service Management > Lookup Setup > General > Service Levels.
2. Enter a Service Level ID and a Description.
3. Enter response times. These are the number of hours within which each timestamp must be met. That is, if your service level guarantees that a technician will be on-site in one hour, then enter 1.00 in the Arrived timestamp field. Remember, timestamps are user-definable. Also, you can enter partial times. For instance, .33 is equal to 20 minutes while.25 is equal to 15 minutes. The Service Level Setup window also displays the appointment statuses that are attached to each timestamp. For information about labeling the user-defined fields, see Labeling Time Stamp User-Defined Fields.
4. Enter notes, if necessary.
5. Select Save.

Step 2: Assign the Service Level ID to a Location or Maintenance Contract

You can assign service level IDs via location records and maintenance contracts. If a service level ID is assigned to a location and maintenance contract, the maintenance contract takes precedence.

Assigning the Service Level ID to a Location

Complete the Service Level ID field in the Location window. When a service call is created for this location, the service level ID will be used to calculate response times. This service level ID will be used to calculate guaranteed response times for calls that do not have a service level agreement assigned to them through a maintenance contract.

Assigning the Service Level ID to a Maintenance Contract

You can assign the service level ID to a maintenance contract in three ways: through a contract type, through a piece of equipment, or directly to the maintenance contract.

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Note
If the service level ID assigned to a maintenance contract and the service level ID assigned to the equipment covered by the contract is different, the system uses the most urgent service level to calculate the response times. Further, if a service level ID is assigned to a location and a maintenance contract, the maintenance contract service level ID is used when creating a service call.

Assigning a Service Level to a Contract Through a Contract Type

You can assign a service level to a contract type and then assign the contract type to a maintenance contract.

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If the contract type assigned to a maintenance contract is changed and the Service Level ID field was filled in, changing the contract type will not change the service level ID. The service level ID changes if the field was originally blank.

Assigning a Service Level to a Contract Through a Piece of Equipment

If you want the equipment that is covered by a maintenance contract to determine response times, you can assign a service level ID to a piece of equipment that is attached to a contract. The Service Level ID field in the Equipment window is enabled when the piece of equipment is assigned to a contract.

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The piece of equipment must be assigned to a maintenance contract for response times to be calculated.

Assigning a Service Level Directly to a Maintenance Contract

Complete the Service Level ID field in the Maintenance Contract window.

Step 3: Create a Service Call

1. After assigning the service level ID to a location or maintenance contract, create a service call by choosing the New Call button in the Service Manager window.

2. Complete the Service Call window as usual.

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Note
A service call must have a call type of MC and a contract assigned to the call for response times to calculate.

Step 4: View the Service Call on the Service Monitor

Open the Service Monitor by choosing Inquiry > Service Management > Service Monitor.

Response times established for each service level ID drive the Service Monitor. When you create a service level ID, you establish guaranteed response times for one or more of the timestamp fields. The Service Monitor is updated as your service call nears expiration for each timestamp.

Step 5: Timestamp the Service Call

To meet your guaranteed times, you must timestamp the call in the Time Stamp window. See Timestamping Calls.

1. Open the Time Stamp window in one of the following ways:
2. Select the clock button in the Remaining field on the Service Monitor.
3. Select Time Stamp in the Service Call window.
4. Select the clock button in the Identifier field on the Dispatch Board.
5. Timestamp the call by selecting one of the clock buttons in the Time Stamp window.

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