Service level rule

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

You can associate service level rules with assignments in a flow and with the entire flow. For example, a developer can set a goal of 30 minutes to call a customer back and a deadline of four hours. (The time interval usually starts when the assignment is created, not when a user begins processing the assignment.)

• For assignments, the service level rule is referenced in the Properties panel of the assignment shape. See Flow form — Editing with Process Modeler — Associating a service level with an assignment and Flow Rules — Editing in Visio — Associating a service level with an assignment.
• For the overall work item, 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.)

The Pega-ProCom agent detects service levels not achieved — unmet goals or deadlines — promptly. If an assignment is not completed before the time limit, the system can automatically notify one or more parties, escalate the assignment, cancel the entire flow, and so on.

A service level rule is an instance of the Rule-Obj-ServiceLevel type.

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

Service level rules are sometimes informally 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 level rules.

	assignment, deadline, escalation, goal, timeliness, work item, worklist
	About Service Level rules WorkManager portal — Monitoring Activity
	Atlas — Standard Service Level rules

Definitions — S