SLA Policies

SLA (Service Level Agreement) policies define performance targets for services published to the B2B registry. They set expectations for response times, resolution times, and availability, and they trigger notifications when targets are at risk of being breached.

SLA Concepts

Creating an SLA Policy

1. Navigate to Settings > B2B > SLA Policies.
2. Click Create SLA Policy.
3. Configure the policy:

Basic Configuration

Response Time Targets

Set the maximum time allowed to accept an incoming request:

Resolution Time Targets

Set the maximum time allowed to complete a request after acceptance:

Business Hours

SLA timers can be calculated based on business hours rather than calendar hours:

1. In the SLA policy, toggle Business Hours Only.
2. Set your business hours (e.g., Monday-Friday, 9:00 AM - 5:00 PM).
3. Set your timezone.
4. SLA timers pause outside business hours and resume when the next business period starts.

For example, if a Medium-priority request is submitted at 4:00 PM on Friday with a 4-hour response target and business hours are 9-5 M-F, the SLA timer counts 1 hour on Friday (4-5 PM) and resumes at 9:00 AM Monday, with 3 hours remaining.

4. Click Save.

Attaching SLAs to Published Services

After creating an SLA policy, attach it to your B2B registry listing:

1. Navigate to Settings > B2B > Published Services.
2. Open the published listing.
3. In the SLA section, select the SLA policy.
4. The SLA targets appear on your registry listing so connecting companies can see your commitments.

Breach Notifications

When an SLA target is at risk or has been breached, Nembl sends notifications to the relevant stakeholders.

Warning Notifications

Sent when a configurable percentage of the target time has elapsed (default: 80%):

• In-app notification to the service team inbox.
• Email to the service manager.
• Webhook (if configured) to external systems.

Breach Notifications

Sent when the actual time exceeds the SLA target:

• In-app notification to the service team and admins.
• Email to the service manager and company admin.
• Webhook to external systems.
• B2B notification to the requesting company, informing them the SLA has been breached.

Configuring Notification Recipients

1. Open the SLA policy.
2. In the Notifications section, configure:
   • Warning threshold -- percentage of target time (default 80%).
   • Internal recipients -- users, groups, or roles to notify.
   • External webhook -- URL to POST breach notifications to.
3. Click Save.

SLA Dashboard

Monitor SLA performance from B2B > SLA Dashboard:

Filter the dashboard by service, offering, priority, date range, and connected company.

SLA Reporting

Generate SLA reports for stakeholders:

1. Navigate to B2B > SLA Dashboard.
2. Click Generate Report.
3. Select the time period, services, and connected companies to include.
4. Choose the format (PDF or CSV).
5. The report includes compliance rates, breach details, and trend analysis.

Reports can be scheduled for automatic delivery (weekly or monthly) via email.

Multiple SLA Policies

A service can have multiple SLA policies for different contexts:

• Standard SLA for Public registry listings.
• Premium SLA with tighter targets for specific Partner connections.
• Internal SLA for requests submitted by your own teams (not B2B).

When multiple policies apply, the most specific policy wins (Partner-specific > Service-wide > Default).

Best Practices

• Start with achievable targets. Set SLA targets based on your team's current performance, then tighten them as processes improve.
• Use business hours for non-critical requests. Calendar-hour SLAs for low-priority items create unnecessary after-hours pressure.
• Set warning thresholds at 80%. This gives your team a meaningful window to act before a breach occurs.
• Review SLA metrics monthly. Look for patterns -- if a specific offering consistently breaches, the workflow or staffing needs adjustment.
• Communicate SLA changes. When you tighten or relax SLA targets on published services, notify connected companies in advance.