Aura Business stores the response and resolution times you promised in each AMC or CMC, starts a clock the moment a call is logged, flags calls heading for breach so somebody can act, and keeps the record you need at renewal.
A service level agreement is a promise with a number in it: attend within so many hours, restore within so many more. SLA management software turns that promise into something the service desk can see. Each contract carries its own response and resolution targets, every call logged against a covered asset starts a clock, and calls approaching their limit are visible before they breach rather than after.
Aura Business holds this as SLA Definitions and Breach Tracking in the AMC and Service Contracts suite, with SLA timers also running on helpdesk tickets. It is one of the few modules whose value is entirely about timing. A breach found the next morning is a report. A call flagged at hour three is a save.
Nobody decides to miss a response time. The call simply sits in a queue where nothing indicates it is different from the others.
A four-hour contract and a next-day contract sit in the same list looking identical.
The response time is in a PDF nobody on the service desk has read.
The first anyone hears of it is an angry call from the hospital's biomedical head.
A call heading for breach is nobody's problem until it becomes everybody's problem.
The customer claims repeated breaches and you cannot show your side of the record.
You cannot demonstrate that you met the terms, so the renewal price is pushed down.
Response and resolution times recorded on the contract, per priority where they differ.
A breakdown against a covered asset picks up that contract's targets automatically.
Response time counts from intake; the resolution clock runs alongside it.
The dispatch board ranks calls by time remaining, not by arrival order.
Calls approaching their limit are flagged for the coordinator to act on.
A breached or at-risk call is escalated to a named person rather than drifting.
Response and resolution times are stored against the call, the asset and the contract.
Workflow: Two calls arrive together; the one on a four-hour contract shows less time remaining and is dispatched first.
Result: The queue reflects what you actually promised.
Workflow: A call approaching its response limit is flagged, and the coordinator reassigns it to a closer engineer.
Result: The visit happens inside the window.
Workflow: The customer claims three missed responses; the record shows the log time, the attendance time and the signature for each.
Result: The discussion is about facts.
Workflow: At term end the contract shows calls attended, response times met and resolutions completed.
Result: You renew on performance rather than on a discount.
Hospital contracts with strict attendance windows.
Analyser downtime that stops the lab reporting.
Production lines where downtime is charged for.
Lift and HVAC contracts with statutory response terms.
Different SLAs across several principals.
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Yes, and that is the point of holding them on the contract. A four-hour response for a teaching hospital and a next-working-day response for a small clinic both apply automatically to calls raised against their own assets.
It starts when the call is logged and stops when the engineer is recorded as attending, which in practice is the GPS check-in on the mobile app. The resolution clock runs until the job is closed.
It is flagged on the service desk and escalated to the owner you have nominated, so a decision can be made to reassign, send a second engineer or inform the customer before the window closes.
Yes. SLA timers run on tickets in the Ticketing and Helpdesk suite as well as on field service calls. See helpdesk ticketing.
The breach is recorded with its times. Whether a penalty applies, and how it is computed, depends on your contract wording, so the platform gives you the evidence rather than a commercial judgement.
The contract carries its call history, response times and resolutions, so the renewal is discussed against the record. See contract management and AMC billing.
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