The Service Levels module in Titan Maintenance allows organizations to define performance expectations for task response and completion. By establishing clear service levels, the system can automatically calculate when a task becomes overdue based on the configured criteria. 

These service levels are primarily used within the Assignments module and task creation workflows to enforce service level agreements (SLAs).

Accessing the Service Levels Module

To access the Service Levels module, navigate to:
System > Configuration > Service Levels
From this section, you can create, view, and manage service level definitions.

Service Level Types

The module supports three types of service levels:

• Respond: Tracks the time taken to initially respond to a task.
• Respond and Complete: Covers both the initial response and the final resolution.
• Complete: Only monitors the time taken to fully complete the task.

How Service Levels Are Applied

When a service level is applied to a task via the Assignments module or during task creation, the system uses the configured timeframes to determine when a task is due. If the task exceeds the defined SLA window, it will be marked as overdue. This mechanism helps track task performance and ensure timely service delivery.

Admins can define different SLAs for different categories or types of work to reflect their organizational priorities.

Example Use Case

A 'Complete within 24 hours' SLA can be assigned to high-priority repair tasks. Once the task is created, the system will automatically calculate the due date based on the SLA definition. If the task is not completed within that timeframe, it will be flagged as overdue.
 

Please contact the Techniche support team if you have further questions.