SLA remedies
Open Agreements → SLA Credit in Thermal →
What it's for
Review missed service-level agreement (SLA) response and resolution windows, excused misses, and the credits or penalties derived from the current contract term. Amounts are for review: opening this screen does not post a credit memo, penalty or other financial adjustment.
Open SLA remedies from the Agreements tabs,
at /agreements/sla-credit.
Tabs
The Agreements tabs also link to All agreements, Renewals due, Renewals by account, Renewal risk, Due visits, Billing queue and Rate cards.
Panels and controls
- Agreement table: shows the agreement payer, site customer and bill-to customer separately, alongside excused and unexcused miss counts, the derived remedy and its reason. Choose an agreement link to open its record.
- Window evaluations: when evaluations exist, a second table shows each job's response or resolution outcome, amount and reason. Open job links to the job record. Review timestamps means a completed job lacks a usable response or resolution timestamp.
- Search: search agreements and window evaluations in their respective tables.
- No active agreements: no active agreements are available in your current branch scope.
What it accepts
This screen is read-only. Remedy terms and excusals are entered on each agreement record instead, and nothing here posts a financial adjustment.
How to configure it
Open an agreement and go to its SLA remedy section:
- Set remedy terms (or Edit remedy terms): choose credit or penalty, then enter the amount per missed response, the resolution window in hours (blank when the contract commits to none), the amount per missed resolution, the cap for the term (more than 0.00) and the grace minutes. Terms apply to the agreement's current term only; after a renewal, enter them again for the new term, which starts on the renewal's start date. Jobs from earlier terms, and their excusals, are not counted again.
- Excuse: excuse one job's missed response or resolution window with a reason, such as the customer denying access. An excused miss owes nothing. Withdraw excusal puts the miss back.
Each change is recorded in the agreement's history. Calculations use recorded agreement and equipment response windows and the remedy terms for the current term, including the grace period, excusals and shared term cap. Without remedy terms, missed windows can still appear, but no financial adjustment is derived. Nothing in Settings changes how this screen behaves.
Who can see it
This screen sits behind the Agreements area.
Owners, office managers and dispatchers can open it. Technicians cannot. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.
The full role matrix is on Roles & permissions.