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With CIC, you can easily configure and track document-specific Service Level Agreements (SLA) to help maintain compliance with operational mandates, integration compliance, and trading partner agreements. As part of the Network > Partner pages, RADAR™ allows users to quickly configure alert notifications tied to SLA-sensitive operations. The configuration screen provides document selection, directions, responses, and displays different time-based conditions and details to set up event-based and partner-specific SLAs around response time. You can also have notifications and visual cues alert you when SLAs are at risk or missed.
Creating and defining SLAs
SLA entries are created in the Network > Partners pages.
- Select a partner’s ID to drill down into information about that partner.
- Then select SLAs.
- If the selected partner has existing SLAs, they will appear here.
- To create an SLA, use the and then set the SLA details. You can also mark an SLA at risk per a selectable time duration.
- If you have to delete an SLA, select the option from the ellipsis.
The SLA feature works with notifications that alert you via email when an SLA might be in danger of being missed or already missed. Notification emails contain links that will take you to the actual messages.
Note: Notifications must be enabled from the My Profile page.
View SLA Status and Warnings in the Cockpit
An SLA can have the following status levels:
- At Risk
These statuses are represented by SLA badges and are displayed per message on the Messages page in Tile View, List View, and Detail View.
The example here shows how badges appear on individual messages in Tile View.
The List View contains a column that shows SLAs (Pending, At Risk, Missed, Met).
In addition to badges, the Detail View contains more detailed information about each message's SLA, if any.
This PO acknowledgment has been received on time.
In this one, note that there is a warning.
In case the SLA is missed, this is how it displays.