Service Level Agreements (SLAs) and Reminders User Guide

What are SLAs?

Set system-wide SLAs and reminders in your AllVoices’ dashboard

Service Level Agreements (SLAs) are agreed upon measures for AllVoices’ administrators to respond and take action on reports. Using SLAs helps deliver measured and predictable service to ensure employees feel heard. Your AllVoices’ Account Owner can configure SLAs and system-wide reminders for administrators.

SLAS apply to reports only, they do not apply to cases input by administrators.

Set SLAs

SLAs are optional, you can choose which issue types and metrics you want to configure. SLAs are measured in calendar hours.

The AllVoices’ Account Owner can configure SLAs in the Settings tab of their AllVoices’ dashboard.  If you are the Account Owner, navigate to the Settings tab of your dashboard and click Reminders.

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Configuring Metrics By Issue Type

All SLA metrics are optional and configurable by issue type. You can choose to apply the same metrics to all issue types,  or only configure certain metrics for desired issue types.

For example: If you want to set an SLA to resolve general feedback reports within 7

days but don’t want to set an SLA for resolving harassment reports you can leave the

metric “Time to resolve”  blank for Harassment or bias.  

First Assigned Time:

The time between when the report is submitted and an administrator is assigned for the first time. *This metric is considered completed when an admin is assigned to the report for the first time in the Assign Admin dropdown.

First Reply Time:

The time between when the report is submitted and an administrator sends the first message to the reporter.  *This metric is considered completed when an admin sends the first message to a reporter.

Time to Resolve:

The time between when the reporter submits the report and an admin marks it resolved. This metric is considered completed when an admin marks the report resolved for the first time.

NOTE: Once a report is marked resolved the SLA targets  for that report are automatically closed, whether they have been met or not. If the SLAs have not been met the ‘Actual” time for that metric becomes the time the report was resolved.

Once you have configured your desired SLA targets press “SAVE”

Upon pressing SAVE you will be reminded that SLAs do not apply retroactively.

To proceed click “YES, UPDATE”  

NOTE: SLAs are fixed to the report at the time the report is submitted; if the Account Owner updates the SLA settings at a later date, the updates do not apply retroactively to previously submitted reports and the SLAs on existing reports do not change.

View SLAs

Once the Account Owner configures the SLA targets in their dashboard settings, the configured SLAs will apply to all reports going forward. Any administrator with access to the report will have visibility into the applicable SLAs at the report level.

To view SLAs, navigate to the Report Overview and click View SLAs. If there are no SLAs that apply to that report there will be no View SLAs pill.  

Next SLA Column

Any administrator with access to the report can see the Next SLA for any given report in the list view under the Next SLA column.  The time shown is represented in the admin’s local time so they can see which SLAs are approaching next.

• Value means the SLA is approaching.

• Value means the SLA has been breached.

The time indicates how long until the next breach occurs.

• Yellow = icon color if next breach is <24 hours away
• Green = icon color if next breach is >24 hours away
• Red = icon color if breach already occurred

If there is no icon in the Next SLA column that means that either all SLAs for that report are completed or there are no SLAs that apply to that report.

SLA Reminder Notifications  

The SLA metric determines who will be notified by email if the SLA is past due.

First Assigned Time:

If First Assigned Time is breached all administrators with access to the report are notified by email of the breach.

First Reply Time:

If First Reply Time is breached the assigned admin is notified by email. If there is no assigned admin at the time of breach, no email is  sent.

Time to Resolve:

If Time to Resolve is breached the assigned admin is notified by email. If there is no assigned admin at the time of breach, no email is sent.

Changing Issue Type

If you change the issue type for the report, the SLA targets will update to match the new issue type. If there are no SLAs that apply to the newly updated issue type the View SLAs pill and the Next SLA column will clear.

Audit Log

The audit log tracks when SLAs are closed and breached.

• Closed = means the target was completed; either by being met or by resolving the ticket which automatically closes all active SLAs
• Breached = means the target was not completed under the SLA set time  

Next SLA Column

Reminders will display system-wide to the assigned admin reminding them to reply or follow-up to reporters’ messages. Reminders are measured in calendar hours.

Reminder to Follow-Up:

This reminder shows to the assigned admin after the set reminder time if the reporter didn’t respond to the most recent admin message.

Reminder to Reply:

This reminder shows to the assigned admin after the set reminder time if no administrator has responded to the reporter’s most recent message.

Dismissing Reminders

Reminders are intended to make sure the assigned admin is following up and replying to reporters’ messages in a timely manner. Once the conversation has ended, the assigned admin can simply dismiss the reminder or mark the report as resolved which will automatically dismiss any active reminders.

Reminders can be dismissed from the Messaging inbox or directly from the Messages tab.

Note: Reminders are set at the message level at the time the message is sent or received. Similar to SLAs, reminders do not apply retroactively. When a reminder time is updated by the Account Owner it only applies to new messages going forward, not to existing messages in the system.