Compliance & SLA
Note — desktop feature. This chapter describes the TechieCRM desktop application. Compliance & SLA is not yet available in the web portal: the web shows a read-only list of any records synced from the desktop, and none of the dialogs, toolbars, right-click actions or automations described below exist there yet.
Two engines behind one board: partner compliance (what documents/certifications a partner must hold, and when they expire) and SLAs (response/resolution targets on service cases, due dates on work orders and Agreements, with breach detection). (The source CRM has neither natively.)
In this chapter - The board and its three views - Compliance: requirements, a partner's records, expiry, dispatch eligibility - SLA: policies, trackers, business hours, pausing, first response - Evaluation — when statuses change
The board
Icon bar ▸ Compliance & SLA. The first dropdown switches views: | View | Rows | Filters | |---|---|---| | SLA Board | open SLA trackers: target (case / work order / plan), customer, policy, respond-by, resolve-by, hours left, status | Open / Breached / At risk / On track / Paused / Met / All | | Partner Compliance | one row per partner: compliance status, satisfied/total, expiring, expired, next expiry | All / Expired / Expiring / Compliant / Unknown | | Expiry Board | every expiring/expired requirement record | next 30 / 60 / 90 days, expired only | Toolbar: Evaluate now, SLA Policies…, Compliance Requirements…, Column Setup (a separate setup for each of the three views — see Chapter 20), Refresh.
Sorting the columns. Click a heading to sort. Two columns cannot be sorted on these boards and the list says so in the footer rather than doing nothing: Partner, which is filled in from the partner directory after the records are read, and Status, which shows a label rather than the stored value. The Expiry Board also falls back to its own order — soonest expiry first — when a workspace has given its requirements more than 50 different warn-day windows; the footer explains that too. In every other case the click sorts the whole board, not just the page you are looking at.
Compliance
Requirements (Compliance Requirements…): name, category (insurance / licence / safety / training / financial / other), tier, applies to services and regions (blank = all), evidence document required, expires (renewal months) or one-time, warn days before expiry, blocks dispatch when expired or missing. Warn days: how many days ahead of the expiry date the record starts showing as expiring and appears on the Expiry Board. Set it to 0 to be warned on the day it expires and not before — 0 is a real setting, not "off". A requirement with no warn days set at all uses the standard 30 days. A partner's records (Partner dialog ▸ Compliance tab, or double-click a row on the Partner Compliance / Expiry views): the grid of requirements with status, issued, expires, evidence. Select a row, set the status / dates / evidence, Save record; entering an issue date fills the expiry from the renewal months. Not applicable excuses a requirement for that partner. Statuses: not started → submitted → approved → expiring (inside the warn window) → expired; also not applicable, rejected. The partner's overall status (expired / expiring / compliant / unknown) is rolled up automatically and shown in the Partner dialog and directory. Dispatch eligibility: a partner with an expired or missing blocks-dispatch requirement that applies to the work is flagged when you assign them to a work order (Chapter 8).
SLA
Policies (SLA Policies…): name, applies to (case / work order / agreement), match on priority, case type and/or customer (blank = any; the most specific policy wins, then rank), response hours and resolution hours, count business hours only (Mon–Fri, start/end times) or clock hours, at-risk % (of the target elapsed). Trackers: TechieCRM attaches the matching policy to every open case, work order and active agreement and computes respond-by / resolve-by (an agreement's deadline is its next due date). Double-click a row: deadlines, response and resolution status, events, Open record, Pause clock / Resume (deadlines shift by the paused time), Record first response. Statuses: on track → at risk → breached; met when resolved in time; paused; cancelled (case abandoned/closed).
Evaluation
Both engines run shortly after start-up and every hour, and whenever you press Evaluate now or save a compliance record. Transitions (at risk, breached, met; expiring, expired) are logged once.