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SLA in Pega

Service Level Agreements (SLAs) in Pega establish expected completion times for tasks to enhance business commitments and customer satisfaction. Key components include goals, deadlines, and urgency, with best practices emphasizing alignment with business needs and realistic configurations. An example in a Loan Application system illustrates specific SLAs for document verification and risk assessment, with automatic escalation for missed deadlines.

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Draco Malfoy
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17 views1 page

SLA in Pega

Service Level Agreements (SLAs) in Pega establish expected completion times for tasks to enhance business commitments and customer satisfaction. Key components include goals, deadlines, and urgency, with best practices emphasizing alignment with business needs and realistic configurations. An example in a Loan Application system illustrates specific SLAs for document verification and risk assessment, with automatic escalation for missed deadlines.

Uploaded by

Draco Malfoy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Service Level Agreements (SLA) in Pega

## Overview

Service Level Agreements (SLAs) in Pega define the expected time for completing assignments or
resolving cases. They help organizations meet business commitments and improve customer
satisfaction.

## Key Components of SLA

- **Goal**: The ideal time to complete a task (e.g., resolve in 2 days).

- **Deadline**: The maximum time allowed (e.g., 5 days).

- **Passed Deadline**: Defines what happens after the deadline is missed.

- **Urgency**: Priority of the assignment increases as time passes.

## Best Practices

- Always configure SLAs based on business SLAs, not technical assumptions.

- Avoid overusing escalations; instead, focus on realistic goals.

- Use different SLAs for high, medium, and low-priority cases.

## Real-Time Example

In a **Loan Application** system:

- SLA for Document Verification: Goal = 2 days, Deadline = 4 days.

- SLA for Risk Assessment: Goal = 1 day, Deadline = 3 days.

If deadlines are breached, the system automatically escalates to a manager.

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