Explainer Document: Out of SLA (OOSLA) for Administrators

Introduction to OOSLA

As an administrator, one of your responsibilities is to manage the application of Out of SLA (OOSLA) reasons on requests. OOSLA reasons are used to explain and document why a particular request could not meet its Service Level Agreement (SLA) due to a legitimate reason. Understanding when and how to apply an OOSLA reason is crucial in ensuring fair performance assessment and maintaining transparency.

What is an OOSLA Reason?

An Out of SLA (OOSLA) reason is applied to a request when the SLA cannot be met due to circumstances beyond the supplier's control. By applying an OOSLA reason, you effectively turn off the SLA countdown for that specific request, ensuring that the supplier's overall performance is not negatively impacted.

Common Reasons for Applying OOSLA:

• Awaiting Parts: The necessary parts to complete the request are delayed.
• Client Requested Delayed: The client has requested a delay.
• Public Holiday: The request could not be completed due to a public holiday.
• Impacted by Weather: Adverse weather conditions prevent timely completion.
• Attendance Restricted by Building Management: Access is limited due to restrictions imposed by building management.
• Other Legitimate Reasons: Any other valid reason that justifies why the SLA could not be met.

When to Use an OOSLA Reason

You should apply an OOSLA reason when:

• The delay is caused by factors outside of the supplier's control.
• There is clear and justifiable evidence that the SLA cannot be met due to legitimate reasons.
• The request is still important to track, but the SLA time should not count against the supplier.

Note: Requests that are overdue without a legitimate OOSLA reason will be flagged as overdue, and the supplier will be marked as not meeting the SLA for that request. Only use OOSLA reasons when they are genuinely needed to ensure accurate performance reporting.

How to Apply an OOSLA Reason

Applying an OOSLA reason is a straightforward process. Follow these steps to apply an OOSLA reason to a request:

1. Access the Request Edit Screen:

   • Navigate to the request that requires an OOSLA reason.
   • Click on the "Edit" option to open the request's edit screen.

2. Select the OOSLA Reason:

   • In the edit screen, locate the dropdown menu for OOSLA reasons.
   • Click on the dropdown and select the appropriate OOSLA reason from the list.

3. Confirm the Selection:

   • After selecting the reason, click the "Save" button to confirm the change.
   • A success banner should appear across the top of the screen, indicating that the OOSLA reason has been successfully applied.

4. Review the Request:

   • Once the OOSLA reason is applied, the SLA countdown for the request will be removed from the requests "general details" section and the WR list view page. 
   • The request will still display the original priority, but it will be clear that the request is no longer subject to the original SLA due to the applied OOSLA reason.

Best Practices

• Use OOSLA Sparingly: Only apply OOSLA reasons when they are fully justified.
• Documentation: Ensure that any reason for applying an OOSLA is well-documented within the request notes.
• Review: Periodically review OOSLA applications to ensure they are being used appropriately.

Conclusion

Proper use of OOSLA reasons is essential for maintaining fairness and accuracy in performance tracking. As an administrator, your role is crucial in ensuring that these reasons are applied correctly and only when truly necessary. By following the guidelines in this document, you’ll help maintain the integrity of the SLA system and ensure that suppliers are evaluated fairly.