Operations concept

What is SLA?

Service level / time target

In 30 seconds

In quality operations an SLA is a time target defining how quickly work or a step must be completed: first response to a complaint, containment, the 8D report. Targets often come from customer requirements.

How does it work?

  • Step-level time targets are set by case type and customer context.
  • Remaining time stays visible; a warning is raised as the target approaches.
  • When the target is missed, a defined escalation rule takes over.

Often confused with

SLA and deadline

A deadline is the due date of one piece of work; an SLA is the rule for a type of work and sets deadlines automatically.

Common mistakes

  • Applying one time target to every customer.
  • Tracking the target but doing nothing when it is missed.

From a QWorks perspective

In QWorks SLA and Escalation is a shared platform capability; customer-specific time targets run at every step of the case.

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