Service level

A service level defines one to three time intervals, known as goals, deadlines, and late intervals, that indicate the expected or targeted turnaround time to resolve a case, or to complete a stage or an assignment. These provide metrics or standards for the business process.

You can associate service levels for:

• Overall case process — Starts when a case is instantiated and ends when the case is resolved. The service level rule is identified in the standard property .pySLAName, typically set through a data transform for the Work- class. The default value is the Default service level. To set the overall service level for a case type, use the Goals and Deadlines settings on the Case Designer's Details tab. See About Case Designer landing pages.
• Stages — Starts when a case enters a stage and ends when the case enters the next stage, or when a flow within the stage stops. To set stage service levels, open the Stage & Processes tab on the Case Designer landing page, open the Stage Configuration dialog, and select a service level record from the Service level for stages field. See Using the Stages & Processes tab.
• Flows — Starts when a flow starts and ends when the flow ends or otherwise stopped. This setting is typically used for flows in stage-based case management applications. To set the flow service level, open the Process tab on the flow and select a record. See Flow form - completing the process tab.
• Assignments — Starts when the assignment is created and appears in a workbasket or worklist (not when a user opens the form and begins processing the assignment). The service level ends when the assignment is completed and the case advances to the next step in the process, or stops due to an error condition. Set the service level record in the Properties panel of the assignment shape. See Flow form — Editing with Process Modeler — Associating a service level with an assignment

The Pega-ProCom agent detects service levels not achieved — unmet goals or deadlines — promptly. If a service level is not completed before the time limit, the system can automatically perform one or more actions such as notifying parties, escalating the assignment, reassigning the case, and so on.

Use the SLAs landing page (> Process and Rules > Processes > SLAs to identify the service levels in the current application and the flows or case types that reference them.

Case, stage, flow, and assignment-level SLAs work independently. For example:

• If you set a stage service level deadline for 1/21, and the stage contains a flow service level deadline set for 1/21, the flow deadline will not be passed until the stage is 10 days past its deadline.
• If an assignment is in error, its service level stops. However, the flow and stage service levels remains active unless the flow or stage is restarted to fix the assignment.

Don't confuse service level records with service records (Rule-Service- classes). Service records define how an external system accesses your PRPC application to run activities.

Service levels are also called service level agreements or SLAs.

Using the Monitor Activity workspace, managers can compare real-world results of their organization against the goals and deadlines defined in service levels.

	assignment, deadline, escalation, goal, timeliness, work item, worklist
	About service levels
	Atlas — Standard service levels

Definitions