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Help Maintaining Service Level Agreements
Transaction DBISLA
This transaction is used to maintain service level agreements.
The following transactions can be started from here by clicking the icons in the list below for:
printing service level agreement(s).
creating Service Level Agreement Entry List
showing Version Log of the modifications to the service level agreement(s).
A Service Level Agreement (abbrev.: 'SLA') is an agreement between the bank and its customer for the processing of certain banking services over a specified period of time.
For example 3 service levels can be set up: Gold, Silver and Standard, with “Gold” representing the class with the shortest processing time. In the transaction Maintaining Parties, a reference to the customer's service level can be included. In the terms of the processing of business transactions, the result will be that an order for a 'Gold' customer must be processed within the time specified for this service level, to ensure that the Service Level Agreement with the customer is not violated.
Generally speaking, Service Level Agreements can be defined at business sector, transaction class, channel, customer and customer group levels. It goes without saying that the bank using the application is free to set up as many SLA classes as it may require.
For example, a possible variation would be to combine transaction classes with a business sector. There are four transaction classes: openings, modifications, document presentations and utilizations, and others. In combination with a business sector, this could be used to compensate for the fact that opening an L/C in the Import L/C section would probably take longer than writing a free-format message. This example can be refined further by specifying a channel: if the customer presents his application for the opening of an L/C electronically, the bank will be able to process the application more quickly than would be the case for a manual presentation, and the bank would thus be able to guarantee to the customer that orders submitted electronically require shorter processing times.
In addition, there is an option to define the time at which the 'processing step' is carried out. Example: if an SLA specifies that '… all orders received before 15:00 hours will be processed the same day…', then the time must be specified in the “Cut-off time” field. All orders received after the specified cut-off time will only be processed on the following business day.
Currently, the calculation of the target time takes into account that the cut-off time determines the daily end of the processing time. If the processing time exceeds this daily “cut-off time”, the target time calculation is continued on the next working day.
SLAs at customer group level:
- If a party is assigned to a head office, then the SLA of that head office applies to the party.
- If a service level has been specified for the party, then it overrides that of the head office.
If the “Manager for interactive Queue Entries” is used for the monitoring of SLAs or to identify the workload in the departments, the standard (default) values should be set. They then represent the standard system settings for the completion of an order, even irrespective of whether an SLA exists with the customer or not.
The standard values are set in the transaction Maintaining System Configuration.
The times entered (SLA or standard times) have an impact on the processing time of customer orders (Charts 'Remaining Working Hours Today' and 'SLA check' in the Dashboard Office - Teamleader transaction.
Transaction Panels
Service Level Agreement
Datafields
| Datafield | Description |
|---|---|
| Key of Service Level Agreement | cf Appendix A, Table SLA field EXTKEY |
| Name of Service Level Agreement | cf Appendix A, Table SLA field NAM |
| Processing time (standard value) | This field indicates the standard value defined in the system configuration for the processing time and contains the time stipulated by the bank for processing, i.e. the time required by a bank staff member / verifier for capture / release. |
| Cut-off time (standard value) | This field contains the standard value defined in the system configuration for the cut-off time and thus contains the point in time at which the daily processing cut-off is to be made. In other words, all orders received after the defined cut-off time will only be available for processing on the following business day. |
| Buffer time (standard value) | This field contains the standard value defined in the system configuration for the buffer time and indicates when an order is to be converted from normal ('green') to warning ('yellow') This field serves to inform the user as early as possible about the possible violation of an SLA. |
| SLA Limit (standard value) | This field indicates the default value for the SLA limit defined in the system configuration and thus contains the maximum duration of an order, i.e. specifically until the customer receives feedback (as a rule, in the form of correspondence) on his order. The content of the field must be greater than the sum total of processing time and the manager's processing time. |
| Manager processing time (standard value) | This field indicates the standard value defined in the system configuration for the manager processing time and contains the time required by the managers for technical processing of the order, specifically until the services for the release (REL bzw. FIN ) have been settled. |
| Business sector | In this field, a Service Level Agreement (SLA) may be defined at business sector level . |
| Transaction class | In this field, a Service Level Agreement (SLA) may be defined for certain transaction classes . There are four transaction classes: Openings, amendments, document presentations and utilizations, and others. |
| Processing time | This field contains the time stipulated by the bank for processing, i.e. the time required by a bank staff member / verifier for capture / release. |
| SLA limit | This field contains the maximum duration of an order, i.e. specifically until the customer receives feedback (as a rule, in the form of correspondence) on his order. The content of the field must be greater than the sum total of processing time and the manager's processing time. |
| Buffer time | This field is used to define when an order is to be switched from normal (“green”) to warning ('yellow') and serves to inform the user as early as possible about an SLA potentially being endangered. |
| Cut-off time | The 'Cut-off time' field indicates the point in time at which the daily processing cut is carried out. This means that all orders received after the defined cut-off time will only be available for processing on the following business day. |
