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Set up Complaint SLA Rules

Set how many hours the team has to resolve a complaint, by machine type, vendor type and priority.

An SLA rule sets the time allowed to resolve a complaint. New complaints get a due time from the most specific rule that matches them.

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Who does this: biomedical in-charge · Where: Complaint Management › SLA Rules

The Complaint SLA Rules screen with the rule fields and the list of rules.

Add a rule​

  1. Open Complaint Management › SLA Rules.
  2. Choose the Machine Type, Vendor Type and Priority the rule applies to. Leave Machine Type or Vendor Type on All for a broader rule.
  3. Enter the Hours within which the complaint must be resolved.
  4. Click Add. The rule appears in the list below.

How rules are chosen​

  • The most specific rule wins: machine type with vendor type first, then machine type, then vendor type, then priority only.
  • When no rule matches, the defaults apply: Critical 4 hours, High 24 hours, Medium 72 hours and Low 7 days.
  • Rules apply to new complaints only.
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