RADAR™ - SLA Monitoring & Management in CIC

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. 

Contact Us to learn more and get a first-hand look at RADAR™.

Creating and defining SLAs

SLA entries are created in the Network > Partners pages.

1. Select a partner’s ID to drill down into information about that partner.
   
2. Then select RADAR.
   
3. If the selected partner has existing SLAs, they appear here.
   
4. To create an SLA, use the and then set the SLA parameters.
   You can set parameters for these types of SLAs:
   • Response Time - see RADAR - Response Time
   • Expected Volume - see RADAR - Expected Volume
5. You can also mark an SLA at risk per a selectable time duration.
   
6. If you have to delete an SLA, select the option from the ellipsis.
   

Enabling Notifications

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 take you to the actual messages.

Note: Notifications must be enabled from the My Profile page. 

View Response Time SLA Status and Warnings in the Cockpit

A Response Time SLA can have the following status levels:

• At Risk
• Missed
• Met
• Pending

These statuses are represented by SLA badges and are displayed per message on the Messages page in Tile View, List View, and Detail View.

Tile View

The example here shows how badges appear on individual messages in Tile View.

List View

The List View contains a column that shows SLAs (Pending, At Risk, Missed, Met).

Detail View

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.