Service Level Agreement || SLA In PEGA || Parallel Processing in PEGA

In PEGA the Service Level Agreement (SLA) establishes a deadline for the work completion.When you establish a goal and deadline, PEGA creates a service level agreement for you. You can configure service levels for steps, processes, stages and entire classes. In PEGA SLA consists of 4 levels as Start, Goal, Deadline, Passed Deadline

1.Start

This service level timing begins at Zero hours, as the step, assignment or case begins. For example, if a company requires that employees submit timesheet within two days of the end of the workweek but no later than three days.

2.Goal

The goal defines how long the assignments should take.It is typically measured from when the step,assignment or case begins.

3.DeadLine:

The deadline defines the amount of the step or case may take before it is late.The Deadline is also measured from when the step,assignment or casebegins.

4.DeadLine:

The passed deadline milestone defines when to take further action because the step,assignment or case is past the deadline.The passed deadline interval measures the time that passed scince the deadline for a still-open assignment.

How to add a service level to an Assignment

From the designer studio open case types and select any case type that is available in your application. Now select the step for which you want to set SLA, on the right side click the Goal & Deadline tab to configure service level and the enter the goal & Deadline time u want to add.you can also enable notify option that will notify you once the deadline or goal is reached.

How to add a service level to an Case

In an app studio,from the explorer panel,click case types to open the case explorer,on the case life cycle go to settings tab,under settings tab select goal and deadline and sselct consider goal and deadline.

To add a service level throughout the Case Life Cycle from the designer studio open case types and select any case type that is available in your application. Now select the step for which you want to set SLA, on the right side click open SLA and configure the Goal & Deadline.

Parallel Processing

If processes can be performed in any order,they can be configured as Parallel Processing.The parallel process allows a case to advance through multiple paths at the same time within a stage. These parallel processers are created in Dev Studio. You can configure two or more processes to run in parallel.