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How Do I Set Up Service Level Agreements in the Dusk FSM?

## 📏 How Do I Set Up Service Level Agreements (SLAs) in the Dusk FSM?

### 📌 Overview

Service Level Agreements (SLAs) help you manage customer expectations and track job performance in real time. Dusk FSM provides two levels of SLA configuration:

* **Global SLA Settings** (across all work)
* **Customer-specific SLA Settings** ([view here](https://help.duskmobile.com/article/Customers/How-to-Create-and-Send-Service-Level-Agreements-or-SLAs-in-Dusk-FSM "view here"))
* **Job SLA Settings** (specific work types)

This guide walks you through setting up global SLAs and linking them to job types for real-time performance tracking.

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### ⚙️ Step-by-Step: Set Up Global SLA Settings

1. Navigate to
   **Administration → System Settings → General → SLA Settings**

2. **Step 1 – Notification Method**
   Choose how SLA alerts are sent:

* Email
   * SMS
   * System (browser-based) notification

3. **Step 2 – Define SLA Lifecycle**
   Set which job statuses trigger the SLA timer:

* **Start Counting**: When SLA starts
   * **Pause Counting**: Pause SLA based on selected statuses (multi-select)
   * **Stop Counting**: When SLA is complete (multi-select)

4. **Step 3 – Set SLA Targets**
   You’ll define both:

* **Response Time**
   * **Resolution Time**

For each, set:

* **Time** (e.g. 2h, 3d, 1w)
   * **At Risk %** – When the first alert is sent based on time remaining
   * **In Jeopardy %** – When the second alert is sent

Tooltips (`i` icon) provide extra guidance.

![SLA Settings Screen](https://help.duskmobile.com/uploads/markdown/20240722-154410-580.png)

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### 🔍 Where Can I See SLA Status?

* **Work Summary View**
  See SLA performance at a glance. Icons and color codes represent:

* At Risk
  * In Jeopardy
  * Overdue
  * Resolved

![Work Summary SLA Status](https://help.duskmobile.com/uploads/markdown/20240722-154524-900.png)

* **Work Item Summary Tab**
  Inside each job, the SLA panel shows live progress.

![SLA Summary Tab](https://help.duskmobile.com/uploads/markdown/20240722-154604-610.png)

* **SLA Filters**
  Use these to view urgent work:

* At Risk
  * In Jeopardy
  * Overdue
    Filters can be combined.

![SLA Filters](https://help.duskmobile.com/uploads/markdown/20240722-165154-873.png)

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### 🛠️ Set Up SLA by Job Type

You can assign SLA targets to specific **Job Types** via the **Forms** module:

1. Go to **Operations → Forms → Settings**
2. Expand an existing job type or create a new one
3. Tick **Enable SLA**
4. Select:

* **Priority**
   * **Hours Type**
5. Press **Save**

This activates browser-based alerts for SLA performance against that specific job type.

![SLA by Job Type](https://help.duskmobile.com/uploads/markdown/20250722-212946-928.png)

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### 💡 Pro Tip

SLAs are a powerful way to improve accountability and service delivery. Use them in combination with job filters and dashboards to stay ahead of deadlines.

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## 🔗 Related Articles

- [How Can I View Technician Utilization in Dusk FSM?](https://help.duskmobile.com/article/Work/How-Can-I-View-Technician-Utilization-in-Dusk-FSM)
- [How to Use the Work Calendar View in Dusk FSM](https://help.duskmobile.com/article/Work/How-to-Use-the-Work-Calendar-View-in-Dusk-FSM)
- [How Do I Use the Gantt View in the Dusk FSM?](https://help.duskmobile.com/article/Work/How-Do-I-Use-the-Gantt-View-in-the-Dusk-FSM)
- [What Does the Kanban View Do in the Dusk FSM?](https://help.duskmobile.com/article/Work/What-Does-the-Kanban-View-Do-in-the-Dusk-FSM)
- [Automating Work with Workflow Automation](https://help.duskmobile.com/topic/Workflow-Automation)
- [How to Create and Send Service Contracts in Dusk FSM](htttps://help.duskmobile.com/article/Customers/How-to-Create-and-Send-Service-Contracts-in-Dusk-FSM)

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Updated on May 27, 2026

How Do I Set Up Service Level Agreements in the Dusk FSM?

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