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Version 5 |
Service Level Agreement Management
For most software packaging teams and third-party service providers, ensuring packaging activities stay in compliance with Service Level Agreements (SLAs) is critical. That's why Workflow Manager has added significant enhancements to its SLA management functionality, making it even easier to for you to ensure your team stays compliant – and to prove it.
You can use Workflow Manager to generate reports about time spent working on a particular application or an entire packaging project, including the begin time and end time for any workflow event, as well as how each application or project is tracking according to its defined SLA due date. There is also a new Activity Report which exclusively lists information on every event that occurs during the packaging process. This increased level of reporting detail and visibility into projects enables more robust audit trails, troubleshooting, and compliance management.
Workflow Manager can proactively notify you via email whenever applications or projects are approaching their SLA due date, so you can take action to ensure SLA compliance. You can also configure Workflow Manager to notify you when applications or projects have past their SLA due date.
For greater SLA reporting accuracy, you can define how many hours make up a work day, specify whether to include weekend days as part of the work week, and define which holidays to exclude from SLA calculations. If work on a software packaging project is interrupted, you can temporarily or permanently stop Workflow Manager's SLA clock so that time isn't counted against you.
You can also optionally exclude any workflow steps and the time needed to
complete them from overall SLA calculations.
