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SLA Editor

The SLA (Service Level Agreement) Editor is a configuration interface that enables you to define time-based SLA milestones for a User Task or for an entire Process and to automatically execute functions when those milestones are reached.

SLAs can be applied at two levels:

  • User Task SLA : Executes functions based on the lifetime of aspecific user task (from task creation to completion).
  • Process SLA : Executes functions based on the lifetime of the whole process instance (from process start to end).

This allows workflows to react automatically to time-based commitments, ensuring SLA rules are enforced consistently without manual intervention.

Example Usage Scenarios​

  • A loan approval process must be completed on time; if an approval step is delayed, the responsible manager is automatically informed and the case is escalated before the customer is impacted.

  • A customer onboarding process has a committed completion date; if the process risks missing this date, the business owner is notified and corrective actions are triggered to meet the promise.

Editor Layout​

SLA Model Name (1): Defines the name of the SLA model.

Initial Priority (2): Defines the priority value assigned when the SLA starts.

  • The value can be static (number)
  • Or dynamically mapped from input (input)
  • Or dynamically mapped from constant model (constant)

This priority may be increased automatically when SLA thresholds are exceeded.

User ID (3): When the function triggered since reached a SLA milestone, user information in the context of the function is this user.

  • Type: The source of the where user id get from
  • Default: Default system user is set to value
  • String: Manually static user id can be set to value
  • Constant: Dynamically mapped from constant model into value

Goal Section (4): The Goal defines the initial target duration.

  • Days / Hours / Minutes: The time period after the SLA starts at which the Goal milestone is reached.
  • Priority Increase Amount: The amount by which the priority is increased when the Goal is exceeded.
  • Function: The function that is triggered when the Goal is exceeded.
  • Calculate Using Business Days: Excludes weekends when calculating the milestone.

Deadline Section (5): The Deadline represents the last acceptable completion time.

  • Days / Hours / Minutes: The time period after the Goal milestone is reached at which the Deadline milestone is reached.
  • Priority Increase Amount: The amount by which the priority is increased when the Deadline is exceeded.
  • Function: The function that is triggered when the Deadline is exceeded.
  • Calculate Using Business Days: Excludes weekends when calculating the milestone.

Critical Section (6): The Critical threshold represents the highest risk level.

  • Days / Hours / Minutes: The time period after the Deadline milestone is reached at which the Critical milestone is reached.
  • Priority Increase Amount: The amount by which the priority is increased when the Critical milestone is exceeded.
  • Function: The function that is triggered when the Critical milestone is exceeded.
  • Calculate Using Business Days: Excludes weekends when calculating the milestone.

SLA Model Input and Output (7): SLA models integrate with workflows through input variables. This allows SLA behavior to remain configurable and process-aware. (Output is not used for now)

Usage Of SLA​

SLAs are used in the workflow editor for workflow itself or for user tasks from their right-side configuration panel.

To see examples visit the Workflow Configurations / SLA page.

FAQ​

References​